AccountId: 011433970860
ContactId: 960ae088-eb39-4cb5-98c0-c27c2a7c0d10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205690 ms
Total Talk Time (AGENT): 100066 ms
Total Talk Time (CUSTOMER): 46929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/960ae088-eb39-4cb5-98c0-c27c2a7c0d10_20250220T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling regarding a patient's benefits. I just want to, I have a couple calls. I wanna get some prices for.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Um, [PII], I just called not too long. I was waiting on a fax back, but I haven't got that back.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, I'm so sorry you haven't received that yet. I'll be happy to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] It's gonna be 02594232.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that fax number just to make sure was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] You want me to resend that also?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] I can do that.
[AGENT][NEUTRAL] And I'm just checking.
[AGENT][NEUTRAL] Now her policy is limited, it only covers preventive and basic.
[AGENT][NEUTRAL] I know you said you just had some specific codes.
[AGENT][NEUTRAL] And you wanna give me those codes all at once?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, so I could do D 7210, D 6740, D 2950.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I'm gonna read back that for you. So.
[AGENT][NEUTRAL] 7210.
[AGENT][NEUTRAL] Just checking.
[AGENT][NEUTRAL] 7210 is not a covered benefit.
[AGENT][NEUTRAL] 6740 is not a covered benefit.
[AGENT][NEUTRAL] And 2950?
[AGENT][NEUTRAL] It's not a covered benefit.
[CUSTOMER][NEUTRAL] OK, thank you and can I get a representative number?
[AGENT][NEUTRAL] The reference number is my name and today's date and I spell my name [PII], and you did say that that um.
[AGENT][NEUTRAL] Fax number was correct, right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna send it again. I know she sent it, but we'll go ahead and send it again if you have to, it's, you can throw one away. It's better to have 22 than none at all, right?
[CUSTOMER][POSITIVE] Yes, ma'am and thank you so much.
[AGENT][POSITIVE] My pleasure, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.