AccountId: 011433970860
ContactId: accd2dd3-6ec2-4cca-b01b-171b0eec1e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196460 ms
Total Talk Time (AGENT): 55585 ms
Total Talk Time (CUSTOMER): 58904 ms
Interruptions: 2
Overall Sentiment: AGENT=2.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/accd2dd3-6ec2-4cca-b01b-171b0eec1e49_20250513T19:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling to check eligibility on a patient.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, [PII] no extension.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And our name is [PII] and that'll be fine.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, [PII]'s name is [PII], last name [PII] Birthday is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And policy number 01015100.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII].
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] does have an active policy and her effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Oh have a balance.
[CUSTOMER][NEUTRAL] Oh Lord
[CUSTOMER][NEUTRAL] OK, am I able to get a fax back of benefits?
[AGENT][NEUTRAL] Yes, ma'am. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I will be right back.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] 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 will be everything, have a good day.
[AGENT][POSITIVE] You have a wonderful day too and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye.