AccountId: 011433970860
ContactId: b255d6ff-9da6-4af6-a0db-75a35646ed4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192610 ms
Total Talk Time (AGENT): 67384 ms
Total Talk Time (CUSTOMER): 54842 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b255d6ff-9da6-4af6-a0db-75a35646ed4a_20250109T16:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hello. Hi. My name is [PII]. I'm calling from exception of the City, and I'm calling to verify patient please.
[AGENT][NEUTRAL] I'm sorry, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII]. uh, can you spell that for me, please?
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] Spell your name for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII]?
[AGENT][NEUTRAL] What is your callback number if disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number of the patient is going to be 02069139.
[AGENT][NEUTRAL] OK, to repeat that, I have that 02069139. Thank you. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for that verification process, [PII]. I have that number pulled up and you're calling for benefits, is that correct? or claim status?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Benefits, OK, I can send over a fax back to you.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the patient is active?
[AGENT][NEUTRAL] The policy, yes, patient active as of [PII] plan is active.
[CUSTOMER][NEUTRAL] As the patient um using any of his maximum or deductible for this year?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, can I please have your reference number?
[AGENT][NEUTRAL] It'll be my name [PII] last initial [PII] and today's date. Excuse me, anything else I can help you with?
[CUSTOMER][NEUTRAL] You said you were gonna send me a fax, right?
[AGENT][NEUTRAL] I said I can send you a fax, yes, but I need your fax number first. What is your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. 504-900, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, just to repeat because you went kind of fast. It was [PII].
[CUSTOMER][POSITIVE] That is right.
[AGENT][POSITIVE] Thank you very much for the information. Anything else I can assist you with, please?
[CUSTOMER][POSITIVE] No, that should be all for today thank you very much for your help and enjoy and have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well thank you for calling APL. Take care bye.