AccountId: 011433970860
ContactId: cd5c2af4-7612-4ec2-b4e1-e44bbf20cf59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100239 ms
Total Talk Time (AGENT): 42957 ms
Total Talk Time (CUSTOMER): 35960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/cd5c2af4-7612-4ec2-b4e1-e44bbf20cf59_20250610T18:57_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name's [PII]. I'm calling from a provider's office.
[AGENT][NEUTRAL] Can I help today, [PII]?
[CUSTOMER][NEUTRAL] Um, can I get a fax back of benefits, please?
[AGENT][POSITIVE] Yeah, absolutely. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is the policy number is.
[CUSTOMER][NEUTRAL] It is 262-272-9.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] And then for documentation do you have a good callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Like
[AGENT][POSITIVE] Thank you so much. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. What is a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, should we mark attention to anybody on that?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. All right. Give me about 5 minutes and that should be over there. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.