AccountId: 011433970860
ContactId: d4608cc2-362e-4e51-aff3-c32e306984cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104360 ms
Total Talk Time (AGENT): 52073 ms
Total Talk Time (CUSTOMER): 26387 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d4608cc2-362e-4e51-aff3-c32e306984cc_20250519T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I needed to get a patient's benefits.
[AGENT][NEUTRAL] OK, I could check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 007.
[CUSTOMER][NEUTRAL] 69801.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that right again. uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered, uh, procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, I will go ahead and get this sent now. Uh, would you, do you have any other questions for me at the moment, [PII]?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you bye bye.