AccountId: 011433970860
ContactId: f39b7480-b418-4e2b-b65c-f973baa2efce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271880 ms
Total Talk Time (AGENT): 63769 ms
Total Talk Time (CUSTOMER): 65269 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f39b7480-b418-4e2b-b65c-f973baa2efce_20250514T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am, I am calling from Alexandria Endonics. I need to verify um benefits on a patient please.
[AGENT][NEUTRAL] OK, I can help you with benefits, and may I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my callback number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the member's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] I have [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And I have an ID 607,040.
[AGENT][NEUTRAL] OK. [PII]. OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII], and if you can give me your fax number, I'll send you a fax back with a benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] And if you can.
[CUSTOMER][POSITIVE] Good deal [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alrighty, uh thank you very much.
[AGENT][POSITIVE] You're very welcome. Is there anything else? Yes, ma'am.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][POSITIVE] No ma'am, that's that's all I needed. I greatly appreciate your help and time.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day and thank you so much for calling APL today.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye bye.