AccountId: 011433970860
ContactId: 91a6f3bf-f6fe-4cfe-8721-829e005de29b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133220 ms
Total Talk Time (AGENT): 60336 ms
Total Talk Time (CUSTOMER): 61418 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/91a6f3bf-f6fe-4cfe-8721-829e005de29b_20250205T21:26_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to get a full breakdown of benefits for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax that over to you. Um, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Absolutely my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number here is going to be [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, I have 500.
[CUSTOMER][NEUTRAL] 25864997
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was January.
[AGENT][NEUTRAL] [PII] and the policy is still active and actually for the policy number, there's only 10 at the beginning.
[CUSTOMER][NEUTRAL] Oh, OK, let me change that because they have in 55 00.
[AGENT][NEUTRAL] Mhm. Yeah, there's only one.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I have 02586497.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Thank you for verifying that for me, appreciate it.
[AGENT][POSITIVE] Mhm. No problem. Oh, no problem. Now I need the fax number.
[CUSTOMER][NEUTRAL] Sure, that's going to be [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII], [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK. OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] I appreciate your help bye bye.
[AGENT][POSITIVE] You're welcome