AccountId: 011433970860
ContactId: 06cdb4b5-82be-4c2a-b8b5-0c99c9d7cf38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93550 ms
Total Talk Time (AGENT): 33726 ms
Total Talk Time (CUSTOMER): 38751 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/06cdb4b5-82be-4c2a-b8b5-0c99c9d7cf38_20250109T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], give me one moment.
[CUSTOMER][NEGATIVE] Yeah, I put that up on.
[CUSTOMER][NEUTRAL] Sorry, we have a missing router. OK, I was wondering if I could get a fax of a patient's benefits for today.
[AGENT][POSITIVE] No, no worries.
[AGENT][NEUTRAL] Yeah, absolutely. What is that patient's policy number?
[CUSTOMER][NEUTRAL] 177.
[CUSTOMER][NEUTRAL] 7790.
[AGENT][POSITIVE] All right, thanks so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active and what is a good fax number to send this to?
[CUSTOMER][NEUTRAL] 717.
[CUSTOMER][NEUTRAL] 741.
[CUSTOMER][NEUTRAL] 5505.
[AGENT][NEUTRAL] Alright, and should I mark that attention to anybody?
[CUSTOMER][NEUTRAL] No, it's right here beside me.
[AGENT][POSITIVE] All right. It is on its way. It should be there in about 5 minutes. Is there anything else I can help with here today?
[CUSTOMER][POSITIVE] No, that's everything thank you I appreciate it.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye bye.