AccountId: 011433970860
ContactId: aac43cc0-59c3-47d0-9ded-57c049117ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85000 ms
Total Talk Time (AGENT): 40161 ms
Total Talk Time (CUSTOMER): 31522 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/aac43cc0-59c3-47d0-9ded-57c049117ed1_20250212T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was trying to get a fax back on a patient.
[AGENT][POSITIVE] Sure, I'll be more than happy to get a fax back for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, I have 01641248.
[CUSTOMER][NEUTRAL] They'll be
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, the member is gonna be [PII]. Um, his date of birth is [PII], um, but I'm calling regarding [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII]. Um, did you still want me to send the fax back to you?
[CUSTOMER][NEUTRAL] Uh, no, so it turned on, um, [PII] you said?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][POSITIVE] All right, no, that's all I needed thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye bye.