AccountId: 011433970860
ContactId: c3834179-c325-4fe6-92af-cbf10e66a274
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103879 ms
Total Talk Time (AGENT): 40808 ms
Total Talk Time (CUSTOMER): 29382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/c3834179-c325-4fe6-92af-cbf10e66a274_20250210T18:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes and [PII], I'm calling from the provider's office and I was just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 00624259.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, you want the benefits over the phone or would you like a fax back?
[CUSTOMER][POSITIVE] A fax would be fantastic.
[AGENT][NEUTRAL] OK, I can fax that to you. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. [PII], the phone cut out.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. Have a good day.
[CUSTOMER][NEUTRAL] You too.