AccountId: 011433970860
ContactId: fd42b8ce-9335-4b52-8de1-ec3cf7e1782d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98569 ms
Total Talk Time (AGENT): 28660 ms
Total Talk Time (CUSTOMER): 41393 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/fd42b8ce-9335-4b52-8de1-ec3cf7e1782d_20250606T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with um with Kyle Parkway industry. I was just wanting to see if um we have a patient here that has the insurance, but we were seeing if the husband is a dependent.
[AGENT][NEUTRAL] OK. Do you have the policy number, [PII], and I can look at eligibility.
[CUSTOMER][NEUTRAL] Yeah it's 02615799.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, mine it's [PII] or [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then uh you said [PII] is the insured, and then who are you checking on for the patient, date of birth name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, yes, show him effective [PII].
[CUSTOMER][NEUTRAL] OK, is there any way I can get that um faxed over to us?
[AGENT][NEUTRAL] I hear the facts back.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] I have the number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'll fax that over. It just takes a few minutes. Anything else I can help with today?
[CUSTOMER][POSITIVE] OK, thank you so much. No thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.