AccountId: 011433970860
ContactId: 945f60f9-c9b9-4261-8677-428c96259ad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125589 ms
Total Talk Time (AGENT): 63609 ms
Total Talk Time (CUSTOMER): 35297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/945f60f9-c9b9-4261-8677-428c96259ad6_20250306T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Doctor [PII]'s office. I'm needing to check the eligibility and benefits for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, can I give you her social?
[AGENT][NEUTRAL] Yeah, I could look it up by her social.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you and please verify her name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active and I have a policy number here if you need that.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] It is 00607741.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And for um the fee schedule and all her benefits, I can fax that to you?
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] And the fax number, please?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[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][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks.