AccountId: 011433970860
ContactId: 0da91e54-3328-4b5c-ac8c-600337743706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91230 ms
Total Talk Time (AGENT): 22342 ms
Total Talk Time (CUSTOMER): 42260 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0da91e54-3328-4b5c-ac8c-600337743706_20250424T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. Um, I was looking to get an insurance rundown for a patient.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It's area code [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, it is 020.
[CUSTOMER][NEUTRAL] 224-42.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can send you a fax back for his benefits or we can go over them on the phone.
[CUSTOMER][POSITIVE] Um, a fax that would be perfect.
[AGENT][NEUTRAL] OK, what's your facts?
[CUSTOMER][NEUTRAL] Is area code 318.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 868-7260
[AGENT][NEUTRAL] OK, I'll get that faxed over. It should just take about 5 minutes.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your time.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too.