AccountId: 011433970860
ContactId: 9a95c0f0-bfe0-495b-8757-8bbd6d9aaa2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124459 ms
Total Talk Time (AGENT): 63137 ms
Total Talk Time (CUSTOMER): 43999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/9a95c0f0-bfe0-495b-8757-8bbd6d9aaa2b_20250210T14:13_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] at uh Doctor [PII]'s office. I am needing to get um eligibility faxed over for uh two of my patients.
[AGENT][NEUTRAL] OK, I can certainly help with that, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is gonna be 622841.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, the first one is going to be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And the, and the other one is, it's for the same family, is that correct?
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK. Thank you. Just let me see um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, well I'm looking this up, I'm, I'm just gonna see if I can get the policy pulled up here. Excuse me just a moment, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I apologize my computer is just kind of dragging me.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][POSITIVE] Thank you for your patience, [PII]. Thank you. OK, so I have that up. Um, what is the fax number that I may send this to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] thank you now I'm gonna go ahead and fax this now um.
[AGENT][NEUTRAL] For both patients, uh,
[AGENT][NEUTRAL] Is there a callback number I can have in the event that we're disconnected or, or the event that I have a problem with the fax? It's, I'm not anticipating one. It's just that, as I said, my computer is acting a little slow and I just wanna make sure there is a problem that, that, uh, that I am able to address it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I'm gonna go ahead and and uh get this and you should be getting it just any moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, mhm, thanks for contacting APL. Have a good day.