AccountId: 011433970860
ContactId: eb3dee2a-9dd7-45a9-9fc0-19ff2a20012c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150320 ms
Total Talk Time (AGENT): 71662 ms
Total Talk Time (CUSTOMER): 54907 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/eb3dee2a-9dd7-45a9-9fc0-19ff2a20012c_20250130T14:14_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just trying to get a fax of a patient's benefits.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did somebody just like.
[AGENT][NEUTRAL] [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 00738797
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that breakdown facts back for [PII]. I am showing that her policy is active.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The effective date is.
[CUSTOMER][NEUTRAL] So here or we might have.
[CUSTOMER][NEUTRAL] Um, it's like
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I was
[AGENT][NEUTRAL] And this is a Carrington PPO fee schedule option B.
[AGENT][POSITIVE] And I'm getting that breakdown ready for you to fax.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Or I'm getting that breakdown ready to fax for you. Sorry about that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And on the breakdown, you're going to get the calendar year max deductible frequencies, limitations. Also, our billing information is included.
[AGENT][NEUTRAL] And what is that fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure it's kind of like more serious like.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] I said please don't
[CUSTOMER][NEUTRAL] No, no, they aren't even thinking about that, but I read we had.
[AGENT][NEUTRAL] For 2 seconds. There we go.
[CUSTOMER][NEUTRAL] And then Ira where the.
[CUSTOMER][POSITIVE] Well, I, I agree
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, [PII], that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] Well [PII], thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.