AccountId: 011433970860
ContactId: 96e89be2-f3c6-4afc-84ac-ee746ae445bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112019 ms
Total Talk Time (AGENT): 33046 ms
Total Talk Time (CUSTOMER): 24780 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/96e89be2-f3c6-4afc-84ac-ee746ae445bf_20250220T17:20_UTC.wav
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[AGENT][NEUTRAL] Calling ACL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, I wanted to see if I get a benefit fax on a patient please.
[AGENT][POSITIVE] I'll be happy to assist with the fax back. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01638292.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] I do show the policy is active. Effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And one moment while I pull up the fax back.
[CUSTOMER][NEUTRAL] It's like
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Thank you for calling ATO have a good day.
[CUSTOMER][NEUTRAL] You too.