AccountId: 011433970860
ContactId: ec9e668d-4b77-4119-9234-031a136bf5a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348089 ms
Total Talk Time (AGENT): 87216 ms
Total Talk Time (CUSTOMER): 91323 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ec9e668d-4b77-4119-9234-031a136bf5a3_20250612T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], my name is [PII]. I am calling from Kingstonsmiles and I need to get some um information for a potential patient, please.
[AGENT][NEUTRAL] Alright, I can help you with eligibility and benefits, [PII]. Um, where did you say you were calling from again?
[CUSTOMER][POSITIVE] Kingston smiles.
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, number she gave me was 02614617.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] We do have a different name for her. What did you say her name was?
[CUSTOMER][NEUTRAL] Uh, she said, uh, I might have spelled it wrong, but [PII].
[CUSTOMER][NEUTRAL] Um, last name is [PII] is what she said.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I have uh [PII].
[CUSTOMER][NEGATIVE] Oh, OK, that's [PII] I couldn't really understand her. We, we were having a very hard time understanding her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And were you wanting a fax back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just one moment to pull that up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And what's the
[AGENT][NEUTRAL] Alright, give me just one moment while I fill that out.
[CUSTOMER][NEUTRAL] Um, we
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's a good fax number?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And to confirm I have [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright I just sent that fax over.
[CUSTOMER][NEUTRAL] OK, um, I did need to ask, um, is there any history on her plan or what's the effective date? Because I know those faxes usually don't have any of that information.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right. Uh, her, her effective date is on there. It's [PII]. 0, and I apologize, I put [PII] on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. Um, so it's [PII], not the [PII]?
[AGENT][POSITIVE] [PII]. Right, I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine, um, and is this a calendar policy January through December?
[AGENT][NEUTRAL] Uh, let me see, I just pulled it down.
[CUSTOMER][NEUTRAL] I do it right now
[AGENT][NEUTRAL] Uh, yes, it will be the calendar year. Let me see if she's had any history.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that she's had any history with us yet. Give me just a moment and double check.
[AGENT][NEUTRAL] I'm not showing that she's used any I'm showing that she hasn't used any benefits yet.
[CUSTOMER][NEUTRAL] OK, alrighty, um.
[CUSTOMER][POSITIVE] And so she's eligible for everything pretty much.
[AGENT][NEUTRAL] Yes, and there's no waiting periods on this.
[CUSTOMER][NEUTRAL] OK, can I get a call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] in uh today's date.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.