AccountId: 011433970860
ContactId: e058f032-91d0-4b66-99f3-c4944617e752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276720 ms
Total Talk Time (AGENT): 81586 ms
Total Talk Time (CUSTOMER): 90749 ms
Interruptions: 4
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e058f032-91d0-4b66-99f3-c4944617e752_20250415T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I just need some information about this patient's benefits.
[AGENT][POSITIVE] OK, I can help you with the benefits. May I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] and their date of birth is [PII] and the policy number is 608187.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy with us, and the effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] I now we need to track how many cards do we have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you will give me your fax number, I can send you a fax back with his benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK. That.
[CUSTOMER][NEUTRAL] But that's not every day but.
[CUSTOMER][NEUTRAL] Yes ma'am, um, it's [PII], and I also just need to know, um, I'm sorry.
[AGENT][NEUTRAL] 7348. OK. And what is um.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] But that's OK.
[CUSTOMER][NEUTRAL] What were you saying?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was just gonna ask you the name of the facility.
[CUSTOMER][NEUTRAL] Oh, I was just, um, needing to know if they're just.
[CUSTOMER][NEUTRAL] Oh, [PII] Gray [PII].
[CUSTOMER][NEUTRAL] Probably
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] And then go ahead with your question.
[CUSTOMER][NEUTRAL] Yes ma'am, um, has your deductible been met?
[CUSTOMER][NEUTRAL] And then um
[AGENT][NEUTRAL] Let me check that for you real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see for y'all.
[AGENT][NEUTRAL] It'll be just a second while I look it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] the date you know.
[CUSTOMER][NEUTRAL] All that is is it lower line.
[AGENT][NEUTRAL] No, ma'am, the deductible has not been met for this calendar year.
[CUSTOMER][POSITIVE] OK, got you, alright, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and it's gonna be a brief hold for you while I get that fax ready for you to send the benefits. So I'll be right back with you.
[CUSTOMER][NEUTRAL] Your next one
[CUSTOMER][NEUTRAL] OK, yes ma'am. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a beautiful week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.