AccountId: 011433970860
ContactId: ff022146-b0be-486a-a338-593036f665a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144259 ms
Total Talk Time (AGENT): 71586 ms
Total Talk Time (CUSTOMER): 45814 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/ff022146-b0be-486a-a338-593036f665a2_20250307T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need to find out if a patient is active and if so, get a new fee schedule faxed over with history.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see. And your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 604-472.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII] and that's direct.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, um, I'm showing her effective date is [PII]. She is active on the policy and you're needing a fee schedule?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I need the [PII] fees and then if she has any history.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Uh, one moment, just checking out the history. Um,
[AGENT][NEUTRAL] So our last cleaning bike wing and exam were in [PII].
[AGENT][NEUTRAL] Uh, so she'll be eligible on [PII].
[AGENT][NEUTRAL] Is that right, September.
[CUSTOMER][NEUTRAL] What was, was it [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so she'll be eligible on [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because it's once every 6 months. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. I will send this off to you in a few moments. Um, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that should be everything. I appreciate it thank you.
[AGENT][POSITIVE] Yes, ma'am. Uh, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I