AccountId: 011433970860
ContactId: e8eb810b-16d3-483f-ab27-1db0364f0786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177110 ms
Total Talk Time (AGENT): 76081 ms
Total Talk Time (CUSTOMER): 54017 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/e8eb810b-16d3-483f-ab27-1db0364f0786_20250109T22:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes. Uh I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much. Um, the reason why I'm calling, um, do you guys offer verbal breakdown of benefits for our patients?
[AGENT][POSITIVE] I can, yeah, absolutely.
[AGENT][NEUTRAL] I could take a look at those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII],
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number we need to look at?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] 544.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Give me just a moment, let me get this.
[AGENT][NEUTRAL] I pulled up.
[AGENT][NEUTRAL] I know I can, I can definitely do a verbal breakdown and uh I can also uh fax you like uh fax back showing all of the covered benefits and procedures if you'd like.
[CUSTOMER][NEUTRAL] Uh, yeah, sure. You can fax them to me.
[AGENT][NEUTRAL] OK, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and would I just put this to your attention?
[CUSTOMER][NEUTRAL] Um, do you mind also sending for a spouse?
[AGENT][POSITIVE] Oh sure, I can send it for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course. Actually, um, I don't think I have a spouse under this policy. I have two dependents. What's the spouse's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Date of birth, it's [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I do not have them listed under this policy. I have [PII] and then 2 dependents.
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Hmm. All righty. Um, let me just get the facts back for, uh, for a subscriber. I'll go ahead and call patients regarding her own, um, insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK um yeah if there was a mistake with that he would just have to call his employer to get her added on there.
[CUSTOMER][POSITIVE] OK. All right, sounds good. Thank you so much, um, [PII], for the information.
[AGENT][NEUTRAL] All right. Yeah.
[AGENT][NEUTRAL] OK, did you need any other anything else while I was on the phone with you?
[CUSTOMER][NEUTRAL] Um, no, that, that's all.
[AGENT][POSITIVE] OK, alright, well thanks for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.