AccountId: 011433970860
ContactId: 0221ef46-1860-4752-aaa4-7a3755e37ccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301720 ms
Total Talk Time (AGENT): 46626 ms
Total Talk Time (CUSTOMER): 50769 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/0221ef46-1860-4752-aaa4-7a3755e37ccb_20250429T18:27_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] Hi, this is [PII] at Doctor [PII] office. I was just calling about a patient's um eligibility. I couldn't find him on, uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The website so I was just calling to see if I can get a fax of his um benefits.
[AGENT][NEUTRAL] OK, uh sure. I can assist you with the eligibility and benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, it's [PII].
[AGENT][NEUTRAL] Mm thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 0251.
[CUSTOMER][NEUTRAL] 1246.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it's [PII], and then his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What is the fax number so I can send you the fax back?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Thank you. One moment.
[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].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it and I if I have more questions I'll just give you a call back.
[AGENT][POSITIVE] OK, alright, well thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.