AccountId: 011433970860
ContactId: cf3c04c3-5f9b-4665-b1a3-9949fee301e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139789 ms
Total Talk Time (AGENT): 49788 ms
Total Talk Time (CUSTOMER): 50052 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/cf3c04c3-5f9b-4665-b1a3-9949fee301e8_20250415T20:47_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if I can get benefits faxed over for a patient of ours.
[AGENT][POSITIVE] OK, I can definitely send you a fax back. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. The good contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, 641-623-135. I'm calling for a dependent.
[AGENT][NEUTRAL] OK, is that the social or that's their policy number?
[CUSTOMER][NEUTRAL] I think that's his social.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] I'm just waiting for the policies to pull up here, and can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] [PII] and it's um you need his date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I am showing the policy is active. It's been effective since [PII]. And what is a good number to um fax or fax back over for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention to [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'm gonna go ahead and send this over to you now, [PII]. Was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, you're welcome. Bye bye.