AccountId: 011433970860
ContactId: 0693847a-a24f-417a-bdb5-72bec63126da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74190 ms
Total Talk Time (AGENT): 37988 ms
Total Talk Time (CUSTOMER): 31004 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0693847a-a24f-417a-bdb5-72bec63126da_20250205T21:17_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 the Shedenton at Hollywood. I'm just calling to get eligibility and benefits faxed over.
[AGENT][POSITIVE] OK, and I do apologize. May I have your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 123-7011.
[AGENT][NEUTRAL] Thank you. And there for the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is, give me one second, it's gonna be [PII].
[AGENT][POSITIVE] OK, thank you very much for the verification process and you're calling for a fax back. I can certainly do that for you. What is your fax number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. Let me just repeat that to confirm. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll get that faxed over to you. Anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you so much for calling APL. Have a good day bye.
[CUSTOMER][POSITIVE] OK thank you bye bye.