AccountId: 011433970860
ContactId: f44298dc-5402-4b46-8093-e9e1cb3547ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88580 ms
Total Talk Time (AGENT): 46989 ms
Total Talk Time (CUSTOMER): 26058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f44298dc-5402-4b46-8093-e9e1cb3547ef_20250311T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to verify benefits.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and your callback number if we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number please, [PII]?
[CUSTOMER][NEUTRAL] 00616635
[AGENT][POSITIVE] OK, thank you so much. One moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for following that. You're calling to verify eligibility. Would you need a fax back or anything like that as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can get that faxed over to you. Um, she shows effective as of [PII], and her policy shows active, and may I please have your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and if you could spell your first name for me please for documentation.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I was way off. I'm so sorry. OK, and my name is [PII]. We do not use reference numbers, but you can use my name in today's date and I'll get that faxed over to you.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good one. Thank you.
[CUSTOMER][NEUTRAL] Mhm