AccountId: 011433970860
ContactId: f970b50a-5d84-4040-870a-e8353da5a308
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417859 ms
Total Talk Time (AGENT): 60615 ms
Total Talk Time (CUSTOMER): 60648 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f970b50a-5d84-4040-870a-e8353da5a308_20250220T18:19_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, this is [PII] at the General Guppa Greenville. I am calling to verify, um, I mean not insurance, I'm sorry, uh, benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it is 616-790.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][POSITIVE] Um, yes, it's [PII]. That's, that's, but it's [PII]
[CUSTOMER][NEUTRAL] [PII] and last name is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you, Miss [PII]. And do you need this information given to you verbally or faxed over to you, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, that, please.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Um, let me go ahead and send this out to you while I got you on the line. And again, that was [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] OK, and I'm gonna put you on a brief hold so I can send this right now, OK, one moment.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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 Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, you can give us a call back and we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day, Ms. [PII]. You're welcome. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks you too bye bye.