AccountId: 011433970860
ContactId: a73c9bb8-13cf-49f5-b258-90bb15f1d383
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148500 ms
Total Talk Time (AGENT): 53601 ms
Total Talk Time (CUSTOMER): 40980 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/a73c9bb8-13cf-49f5-b258-90bb15f1d383_20250417T18:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling for a provider's office and I need to fax back on benefits and eligibility.
[AGENT][POSITIVE] OK, I'm happy to send you a fax back. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][NEUTRAL] Oh, go ahead whenever you're ready, sorry.
[CUSTOMER][NEUTRAL] OK, that's OK. It's gonna be 428-339-639.
[AGENT][NEUTRAL] Alright, let me.
[AGENT][NEUTRAL] It seems a little long for a policy number, but I'll try it as maybe it's their social.
[CUSTOMER][NEUTRAL] I think it's the 4.
[AGENT][NEUTRAL] OK, so let me, let me try that here.
[AGENT][NEUTRAL] All right, and then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so patient is active, uh, effective date is [PII].
[AGENT][POSITIVE] And then if you wanna give me a fax number I'm happy to send that over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So just to confirm, [PII]?
[CUSTOMER][NEUTRAL] That's it. Yes, ma'am.
[AGENT][NEUTRAL] Alright, so that should be there in about 5 minutes. Should we mark attention to anybody on there?
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, uh, anything else I can check on for you?
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.