AccountId: 011433970860
ContactId: 95f03079-1df2-4f57-8721-8d6a577941b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106410 ms
Total Talk Time (AGENT): 36817 ms
Total Talk Time (CUSTOMER): 44061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/95f03079-1df2-4f57-8721-8d6a577941b7_20250404T13:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I wanted to check eligibility for a patient and maybe get a fax if I could.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get [PII]?
[CUSTOMER][NEUTRAL] I do [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02579731.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting to fax back a benefits?
[CUSTOMER][NEUTRAL] Sure, if I could.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, sure, if, if I could get his effective date, I didn't find claims for him on the portal, so I was just wondering if he had any service history.
[AGENT][NEUTRAL] OK. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, he probably doesn't have anything then.
[AGENT][NEUTRAL] And no history.
[CUSTOMER][POSITIVE] Alright sweet thanks [PII]. I hope you have a great rest of your Friday and have a great weekend.
[AGENT][POSITIVE] Thank, thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye bye.