AccountId: 011433970860
ContactId: a17de434-a3cd-41d6-adac-7dd1489a274f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291100 ms
Total Talk Time (AGENT): 70972 ms
Total Talk Time (CUSTOMER): 47357 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/a17de434-a3cd-41d6-adac-7dd1489a274f_20250415T19:42_UTC.wav
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[CUSTOMER][POSITIVE] Don't worry.
[AGENT][POSITIVE] Thank you for calling STO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if I can check for benefits for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can help you with benefits. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. Our office phone number is [PII], and I'm calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her name is [PII]. Last name is [PII]. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And her subscriber ID number is 6081997.
[AGENT][NEUTRAL] OK, let me look at that real quick.
[AGENT][NEUTRAL] OK, I am showing that Ms. [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I'll send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] OK, yes ma'am, that would be great. The fax number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a quick hold while I get that fax ready for us and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Select
[AGENT][NEUTRAL] A
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh no, no, no, no, no, no, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much Miss [PII] for holding for me. I have that fax on its way to you now ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you.
[AGENT][POSITIVE] Oh OK well you have a good rest of your week and thank you for calling.
[AGENT][NEUTRAL] A PL today.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.