AccountId: 011433970860
ContactId: 9dac037a-362c-4aa9-9f7b-32fac9989856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113519 ms
Total Talk Time (AGENT): 37809 ms
Total Talk Time (CUSTOMER): 45729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9dac037a-362c-4aa9-9f7b-32fac9989856_20250624T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to, I'm calling from provider's office and I just need to confirm uh patients eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Do you have a good callback number? Can I get your name?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, so is that the certificate number she gave me, she said a certificate number.
[AGENT][POSITIVE] Yes, that's right, yes.
[CUSTOMER][NEUTRAL] OK, 02616233?
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] So the policy is active and effective [PII].
[AGENT][NEUTRAL] And then I can send over a fax back that outlines the policy codes that are covered frequency and duration and then breakdown of benefits, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Would it
[CUSTOMER][NEUTRAL] I am, I would like that, but I just wanna know, does it if any like are there any kind of waiting periods on there?
[AGENT][NEUTRAL] Uh, her policy, uh, no, there's no waiting periods.
[CUSTOMER][POSITIVE] OK, and then yes if I could please um give you a fax number that would be great.
[AGENT][NEUTRAL] OK, and what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.