AccountId: 011433970860
ContactId: ce2c9221-a0ee-49a8-ac63-741fce554b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341519 ms
Total Talk Time (AGENT): 61925 ms
Total Talk Time (CUSTOMER): 63795 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ce2c9221-a0ee-49a8-ac63-741fce554b81_20250121T15:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check eligibility and benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] Thank you [PII]. I appreciate that. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Mhm 02521313.
[AGENT][NEUTRAL] OK, let me pull in this policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Is there a way?
[AGENT][NEUTRAL] And if you give me your
[AGENT][POSITIVE] If you give me, I'm sorry, if you give me your fax number, I'll send you a fax back with this complete benefit breakdown for you.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, I was just about to ask, is there a way you can send it to me through fax?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, um, are you ready for the fax number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's gonna be 682.
[CUSTOMER][NEUTRAL] 257.
[CUSTOMER][NEUTRAL] 3614.
[AGENT][POSITIVE] Thank you. And then how do I spell your name?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on hold while I get that fax back sent to you while we're on the phone together. I'll be right back.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, thank you. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you Ms. [PII] for holding for me. I have that faxed back on its way to you now.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome you have a good week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Alright bye bye.