AccountId: 011433970860
ContactId: bfdb082c-1254-46c6-803a-a20a9554fc41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158220 ms
Total Talk Time (AGENT): 67063 ms
Total Talk Time (CUSTOMER): 62109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/bfdb082c-1254-46c6-803a-a20a9554fc41_20250522T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to see if I can get either a fax breakdown of benefits for a new patient or if you can help me do a complete breakdown.
[AGENT][NEUTRAL] Yeah, we can do both, either or whatever works best for you. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, so policy number is 021-74927.
[AGENT][POSITIVE] All right, thank you for that. Let me pull this up here.
[AGENT][NEUTRAL] And then if I could get the uh patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], I can spell the last name um [PII], sorry, did you hear the first few letters? OK, so [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Thank you and then just [PII]'s date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, thank you. So the patient is active. Uh, looks like the effective date is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] Um, if you could just actually send me a fax and then if there's something in addition that I need, I'll just call back for that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then should be mark attention to you on there.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And, and then the only thing that won't be on there, honestly, it will have their calendar year max and deductible. It just won't have the used amount. So I'll let you know that the patient has not used anything this year, um, but it should have everything else you need. It has claims mailing address, payer ID and if it's not on the fax, then it's not covered, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, not a problem. Give it about 5 minutes, OK?
[CUSTOMER][POSITIVE] OK thank you have a good day bye bye.
[AGENT][POSITIVE] You you too bye bye.