AccountId: 011433970860
ContactId: f7049049-37aa-46b8-ab9f-12dd8a747030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166449 ms
Total Talk Time (AGENT): 69249 ms
Total Talk Time (CUSTOMER): 63020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f7049049-37aa-46b8-ab9f-12dd8a747030_20250624T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, oh, hi, I wanted to check uh benefits on the patient.
[AGENT][POSITIVE] OK, yeah, I can check those benefits for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Um, do you mean like um.
[CUSTOMER][NEUTRAL] What do you mean
[AGENT][NEUTRAL] The policy number or the member ID?
[CUSTOMER][NEUTRAL] Oh, OK, let me see, let me see, alright, let me find, OK, um, 02558125.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK, um, do you want the subscriber or the um.
[CUSTOMER][NEUTRAL] Patient that I'm I'm needing.
[AGENT][POSITIVE] Uh, the patient, the patient is perfectly fine.
[CUSTOMER][NEUTRAL] The patient OK
[CUSTOMER][NEUTRAL] OK, so I have uh first name [PII], last name [PII], date of birth um [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active, that effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] 224
[CUSTOMER][POSITIVE] Yes, that would be great, thank you.
[AGENT][POSITIVE] Awesome, sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly, that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got it. OK, I will go ahead and send that now. I should get it within about 10 minutes or so. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that'll be all here, and can I get a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK alright thank you so much you have a good one.
[AGENT][POSITIVE] Alright, you are very welcome you too, [PII] thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.