AccountId: 011433970860
ContactId: d232eea1-581d-4f3f-a3a0-3a51fc3198c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100139 ms
Total Talk Time (AGENT): 49340 ms
Total Talk Time (CUSTOMER): 35469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/d232eea1-581d-4f3f-a3a0-3a51fc3198c4_20241231T13:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII] and I need an eligibility and benefits tax.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with those benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02546491.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is.
[CUSTOMER][NEUTRAL] I'm gonna spell the first name [PII], last name [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for the benefits, um, what's the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And to whose attention?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII]. OK, you should receive the fax in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling APL and you have a happy New Year.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm