AccountId: 011433970860
ContactId: c063e49c-917e-4d5f-ab83-5f87735fab6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156300 ms
Total Talk Time (AGENT): 72933 ms
Total Talk Time (CUSTOMER): 63587 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c063e49c-917e-4d5f-ab83-5f87735fab6b_20250326T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII]. I'm calling from Jupiter Medical Center. Um, I'll, I'm going to be faxing a UBO4 for one of our patients.
[CUSTOMER][NEUTRAL] Um, I have his policy number. Would you be able to tell me the fax number and if you know, if I can fax it?
[AGENT][NEUTRAL] Oh yes, ma'am, absolutely. Um, Ms. [PII], the the fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and what is that policy number for the insured just so I can make a note that you're faxing in his information.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. Yes, that's the fax number that you'll send the information to.
[CUSTOMER][NEUTRAL] And it's [PII] I don't know how to pronounce it.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] I'm gonna make sure I got him pulled up.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] Well whenever you need it.
[AGENT][NEUTRAL] OK. What is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got him pulled up. Let me give you his policy number, that number that you gave me. No, ma'am, that was not it. Let me give you the the good policy number.
[CUSTOMER][NEUTRAL] That wasn't it?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It is 249.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0104.
[CUSTOMER][NEUTRAL] What did I give you?
[AGENT][NEUTRAL] You gave me 682-305-252.
[CUSTOMER][NEGATIVE] And that just isn't anything, it's not right.
[AGENT][NEUTRAL] No, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Uh huh, um, OK, so I have the policy number is 2490104. I, I got a call from his healthcare advocate PHC, and she's the one that's asking me to send this out for him, so I wanted to verify it too.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] So, OK, alright, I will send it to that fax number thank you very much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, that's it, bye bye.
[AGENT][POSITIVE] All right. You have a wonderful day and thank you for calling.