AccountId: 011433970860
ContactId: c923505d-39cb-4df5-a36a-26a20fd24016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222899 ms
Total Talk Time (AGENT): 54342 ms
Total Talk Time (CUSTOMER): 46980 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c923505d-39cb-4df5-a36a-26a20fd24016_20250205T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh yes, I need to get eligibility and benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patient's policy number, please.
[CUSTOMER][NEUTRAL] It is 02521268.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that the insured does have an active policy. The effective date is [PII]. And if you give me your fax number, I can send you a fax back with complete benefit breakdown for this insured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. I'm trying to multi.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's OK. That's OK. I'm gonna put you on a quick hold while I get this faxed together for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK dear.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. I hope you have a blessed day and thanks for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] You too dear thank you alright bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.