AccountId: 011433970860
ContactId: 99fdcb33-6085-4832-96d5-74f97db79ce9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408940 ms
Total Talk Time (AGENT): 77181 ms
Total Talk Time (CUSTOMER): 84729 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/99fdcb33-6085-4832-96d5-74f97db79ce9_20250527T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? This is [PII] from LC Bon Smile, and I just need to get a breakdown please.
[AGENT][NEUTRAL] OK, I can help you with benefit breakdown and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much and then what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, give me one second.
[CUSTOMER][NEUTRAL] OK, go here.
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] OK, so it is 0, you need the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 02622087
[AGENT][NEUTRAL] OK, and what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] I have the number is [PII]. Date of birth [PII], and that is the spouse.
[AGENT][NEUTRAL] OK, let me pull up this policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that the policy for Ms. [PII] is active and current. The effective date is [PII].
[AGENT][NEUTRAL] And what is
[AGENT][NEUTRAL] Your fax number so I can get this ready for you and send it to you.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 240.
[CUSTOMER][NEUTRAL] 111 3.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][POSITIVE] Your revenue well on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, son, I'm gonna put you on a brief hold while I get this fax ready and I'll be right back.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, son. I have that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] Fantastic. Thank you so much. And the, the patient doesn't have any history, right?
[AGENT][NEUTRAL] Uh, let me check real quick.
[CUSTOMER][NEUTRAL] Hello my car is Nelly.
[AGENT][NEUTRAL] No, no history.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I was just giving you a call because I see that you haven't been in for a while so.
[AGENT][NEUTRAL] Is that everything I can help you with today?
[CUSTOMER][NEUTRAL] Um, yes ma'am. I'm just waiting for the fax. You said it's gonna come in now?
[AGENT][POSITIVE] Uh yes ma'am. I have sent it. It's on its way. I'm gonna keep my eye on it. If it looks like it gets abandoned, I'll retry.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] OK, you're very welcome, son. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you bye bye.