AccountId: 011433970860
ContactId: b8702ff8-bd53-46b1-aaca-2c2bb03759bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115410 ms
Total Talk Time (AGENT): 57369 ms
Total Talk Time (CUSTOMER): 39689 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b8702ff8-bd53-46b1-aaca-2c2bb03759bb_20250226T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just needing to get a fax back of a patient's benefits.
[AGENT][POSITIVE] OK, I'll be more than happy to um get the fax back for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, so let's see here, it is 02554446.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since um [PII]. And what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And should that be attention, [PII]?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, well, I'll go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, could you also include with that fax back, uh, fee schedule?
[AGENT][NEUTRAL] Uh, we don't have a fee schedule. All we refer to is the fax back, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But it's just a standard Carrington fee schedule. There's no like PPO or anything on it.
[CUSTOMER][POSITIVE] OK perfect all right well that'll be perfect then thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.