AccountId: 011433970860
ContactId: d0d08a5a-2920-48a3-ac30-4cec9e7f5ff4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200419 ms
Total Talk Time (AGENT): 98781 ms
Total Talk Time (CUSTOMER): 73608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d0d08a5a-2920-48a3-ac30-4cec9e7f5ff4_20250529T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Hey [PII] doing good how are you?
[CUSTOMER][NEUTRAL] I'm good. I have [PII] on the phone. She's a provider needing benefits on this policy.
[AGENT][NEUTRAL] OK, yeah, I can help her out. Uh, do you have the policy number or call back or anything?
[CUSTOMER][NEUTRAL] I have everything, uh, policy number is 257-6161 on [PII]. I verify the name and date of birth.
[AGENT][NEUTRAL] A.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[AGENT][POSITIVE] Awesome thank you so much alrighty you can go ahead and send them over.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you? My name is [PII].
[CUSTOMER][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh hello [PII], thanks for asking. I'm good. How about you?
[AGENT][NEUTRAL] I'm doing well thank you alrighty so we were just needing to check benefits for uh [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Alright, so of course I will let you know this uh policy is active. Effective date was [PII], and if you would like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Also, does it include history?
[AGENT][NEUTRAL] It will not include history, no, but I can go ahead and check that for you.
[CUSTOMER][NEGATIVE] Uh no.
[CUSTOMER][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] OK, sure, the only history I have on file for this member were two procedures that were done, uh, [PII].
[AGENT][NEUTRAL] Those procedures were, uh, it was 23924214.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And 022 0421.
[CUSTOMER][NEUTRAL] All right. Also, can you check the history for 0 to 10 for the last 5 years?
[AGENT][NEUTRAL] This is the only history I have on file for this member [PII].
[AGENT][NEUTRAL] For those two codes, yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Mhm. Thank you. Yeah, you can go ahead and send me the fax back.
[AGENT][POSITIVE] Perfect, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Last 43367, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. Yeah, that's it. And also, I'll be needing the reference number for today's call.
[AGENT][POSITIVE] All righty. Uh-huh.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last [PII]
[AGENT][NEUTRAL] Oh, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, nothing else, here. Have a great day.
[AGENT][POSITIVE] Alright, sure, thanks for giving us a call you too bye bye.
[CUSTOMER][NEUTRAL] Mhm.