AccountId: 011433970860
ContactId: d1d9644a-f680-4a09-bf9b-9d60c756d0a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123620 ms
Total Talk Time (AGENT): 53482 ms
Total Talk Time (CUSTOMER): 39589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d1d9644a-f680-4a09-bf9b-9d60c756d0a7_20250117T22:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling from our provider's office. I'm just trying to check eligibility for patient please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you [PII]. uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do, I believe um it's 024109887.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] I'm looking for [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. So the policy is active. Effective date was [PII] and if you'd like I can send you a copy of the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yeah that'd be great.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK, and what was that fax number for you [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and would I just put this to your attention?
[CUSTOMER][NEUTRAL] I'm sorry, repeat that.
[AGENT][NEUTRAL] Sorry, would I just put this to your attention?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, alright, I will get that sent to you. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That should be it. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.