AccountId: 011433970860
ContactId: f402998b-3840-4ceb-a074-0cc7f366bfb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283059 ms
Total Talk Time (AGENT): 64483 ms
Total Talk Time (CUSTOMER): 47047 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f402998b-3840-4ceb-a074-0cc7f366bfb5_20250624T17:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I was, uh, registered on the portal thinking I can do eligibility, but, um, I just need to check eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and benefits. Yes, that information is not on the portal. May I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 00604672.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's, I don't know if it's [PII] or [PII]. It's [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And let's see, so you say you need eligibility and benefits. You need the the information given to you verbally or faxed over to you? [PII].
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII] to your attention.
[CUSTOMER][POSITIVE] Yes ma'am, yes you can yes.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] No, I don't mind at all.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.