AccountId: 011433970860
ContactId: c836b80b-fcdd-4702-a190-f07667825aa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106050 ms
Total Talk Time (AGENT): 51359 ms
Total Talk Time (CUSTOMER): 41032 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c836b80b-fcdd-4702-a190-f07667825aa8_20250619T17:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I wanted to see if this patient's plan was still active and if so if you guys do a fax back of benefit.
[AGENT][NEUTRAL] Yeah, I can check that eligibility and then send a fax back to you um what was your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do, it's 230065-5.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII]. It is [PII], and her birthday is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Uh, that effective date was [PII], and then I can get that fax back sent to you. What was that fax number for you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty, I'll go ahead and get that sent now. I should go, uh, get that within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][POSITIVE] No, that'll be all. I appreciate your help today.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.