AccountId: 011433970860
ContactId: c65f48dd-07c0-4602-a2d5-dddc743f3931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305739 ms
Total Talk Time (AGENT): 60260 ms
Total Talk Time (CUSTOMER): 48661 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c65f48dd-07c0-4602-a2d5-dddc743f3931_20250618T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I need to see about getting some benefits on a patient please.
[AGENT][NEUTRAL] Sure I can help you with benefits. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Um, I do, yeah, 614-052.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And were you wanting a fax back?
[CUSTOMER][POSITIVE] Uh yes please if you have one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm gonna let him in here, OK? I'm gonna let him know you're ready. You're welcome.
[AGENT][NEUTRAL] And where is a good fax number I can send this to?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Um, and then for coordination of benefits, he's got a policy through his wife. Is this one gonna be his primary?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] He also has one through his wife. This, yes, this would be his primary.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And to verify I have the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright I just sent that over.
[CUSTOMER][POSITIVE] Perfect, do you have um your payer ID?
[AGENT][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] And that along with the fax information uh or the claim information should be on the on there as well.
[CUSTOMER][POSITIVE] Alright perfect so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] On OK perfect perfect alright well thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.