AccountId: 011433970860
ContactId: a8d1e183-c9ff-4228-a726-585c2c3bf9e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106750 ms
Total Talk Time (AGENT): 42738 ms
Total Talk Time (CUSTOMER): 38787 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a8d1e183-c9ff-4228-a726-585c2c3bf9e4_20250129T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am, do y'all provide a fax back, uh, service for benefits?
[AGENT][POSITIVE] Yes ma'am, we do absolutely. Do you have the do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is 024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 08563
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII].
[AGENT][POSITIVE] And then if you wanna give me a fax number I'm happy to send over the fax back.
[CUSTOMER][NEUTRAL] Alright, it is 409.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 794.
[CUSTOMER][NEUTRAL] 1491.
[AGENT][NEUTRAL] Should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] No ma'am, it'll come straight right here, so that's perfect and just to double check, can this patient go out of network?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, yeah, let me double check on there.
[AGENT][POSITIVE] Yes, it looks like they can.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, um, and then does that does the fax back have like the payer ID and mailing claim address and all that?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly, yep, and the fax number for claims as well.
[CUSTOMER][POSITIVE] Perfect. OK, I think that's all I needed.
[AGENT][POSITIVE] Alright thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.