AccountId: 011433970860
ContactId: c29f5618-9d34-46fd-9d33-1a553f7d5b51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402220 ms
Total Talk Time (AGENT): 99241 ms
Total Talk Time (CUSTOMER): 72166 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c29f5618-9d34-46fd-9d33-1a553f7d5b51_20250612T15:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry, I've been talking and I just realized that you could not hear me. Can you hear me now?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How are you doing?
[CUSTOMER][NEUTRAL] Good thank you I um was giving you guys a call because I called yesterday about a patient you guys let me know she was active and all that good stuff, but I never received the fax back so I was hoping to try again.
[AGENT][NEUTRAL] Oh, OK. Um, I can email it to you this time if you didn't receive it by fax. Um, so I'm sorry you haven't received it. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] So the number will be [PII], no extension, and the policy number is 02478083.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], what's a good um email address for you? I can email it to you this time.
[CUSTOMER][NEUTRAL] So I actually that's the thing I don't have a good email address that's why do you think you could just try to fax it this time and then I'll take a reference number and then that should be good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, sure, I can definitely. What's a good fax number for you?
[CUSTOMER][NEUTRAL] It'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And attention [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, do you mind if I place you on just a brief hold?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] Let's see if this will help [PII] I BFT.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Enhanced, I think I already got that up.
[AGENT][NEUTRAL] Hey, what's that? Oh, you can click out of that.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for the wait. So, um, I just faxed it over to you again, so you should be receiving that shortly. Um, I wanted to wait and make sure I got the confirmation. Um, if you have, if you don't receive it by end of day today, um, definitely give us a call and we can see what other options we have to send it to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds good to me. Can I just get the reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Um, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] Alright, have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.