AccountId: 011433970860
ContactId: a184cf70-5f9e-4480-aeb6-b1ca055d014e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241100 ms
Total Talk Time (AGENT): 37604 ms
Total Talk Time (CUSTOMER): 47002 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a184cf70-5f9e-4480-aeb6-b1ca055d014e_20250127T22:36_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I need to check a patient's benefits and get a fax form, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits in the fax. Um, can you repeat that first name for me?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is that policy number?
[CUSTOMER][NEUTRAL] It is 614-828.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] 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. I do show the policy is currently active. Effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh God, thank you. I forgot about it.
[CUSTOMER][POSITIVE] We didn't have a treatment plan, so you're all good to go. Very good. Alright, good to see you. OK.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And what is that fax
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I sent her a note.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, what was that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Alright, you should receive that within the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help today.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Bye bye.