AccountId: 011433970860
ContactId: 9305d42f-6732-47f2-977f-bf7dfc55e76a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88510 ms
Total Talk Time (AGENT): 43244 ms
Total Talk Time (CUSTOMER): 28509 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9305d42f-6732-47f2-977f-bf7dfc55e76a_20250205T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to check to see if my patient's active.
[AGENT][NEUTRAL] All right, I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02441199
[AGENT][POSITIVE] Thank you so much let me pull this up here one moment.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] I'm [PII].
[AGENT][POSITIVE] Thank you so much. Are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so patient plan is active. The effective date on this is [PII].
[AGENT][NEUTRAL] And then if you need us to we can also send a fax back with a breakdown of benefits.
[CUSTOMER][NEUTRAL] Can you, yeah, can you send me a fast fax?
[AGENT][POSITIVE] Yep, what's a good box?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'm sending that now.
[CUSTOMER][NEUTRAL] 60186018333183
[AGENT][NEUTRAL] Go ahead.
[AGENT][POSITIVE] Yes ma'am, that's what I got. I'm sending it now. Should be there in about 5 minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.