AccountId: 011433970860
ContactId: ffadbf16-991f-4396-a916-d782736ef2f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161910 ms
Total Talk Time (AGENT): 72963 ms
Total Talk Time (CUSTOMER): 64409 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ffadbf16-991f-4396-a916-d782736ef2f0_20250226T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Doctor [PII]'s office. I was calling to see if I could get a fax pack of benefits for a patient that's coming in tomorrow, please.
[AGENT][NEUTRAL] I'm sure [PII] I can fax that information over to you. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] and then it would be option 1.
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 274-082-470.
[AGENT][NEUTRAL] OK. Um, what's that number one more time, please?
[CUSTOMER][NEUTRAL] 274-082-470.
[AGENT][NEUTRAL] OK, no one's coming up under that number. I could try the name and date of birth or either the social.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that was the social actually that was what I had for the ID number and let me look one more place to see if I have a different number maybe.
[AGENT][NEUTRAL] OK. Well, give me that number one more time. I can enter it in the social, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh OK hold on let me switch back um [PII].
[AGENT][NEUTRAL] OK, field.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and I found him in our system. Would you like his policy number?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] OK. That number is 02.
[AGENT][NEUTRAL] 448868.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Mhm. No problem. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date was [PII]. The policy is still active and what's your um fax number?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No that is all thank you.
[AGENT][POSITIVE] Mhm. I thank you again for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thanks.