AccountId: 011433970860
ContactId: 0e297d66-3f32-4902-a29a-7e261a0c4503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428920 ms
Total Talk Time (AGENT): 71776 ms
Total Talk Time (CUSTOMER): 101133 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0e297d66-3f32-4902-a29a-7e261a0c4503_20250123T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was calling to see if I could get a fax or an email of benefits. I tried to get one earlier, but I never received the fax. I was hoping maybe we could try it again.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 0 02441212.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm. Go ahead. Uh-huh.
[AGENT][NEUTRAL] A good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, there is no major cover you I know that already, but.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that and you said that you called earlier and requested one be faxed over and you've not received it?
[CUSTOMER][NEUTRAL] Yeah, I just haven't received it yet so I didn't know.
[AGENT][NEUTRAL] Verify your fax number. Um, well, let me tell you what we have [PII].
[CUSTOMER][NEUTRAL] Um, it, yeah, OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Yeah, that is correct.
[AGENT][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] Got it
[CUSTOMER][NEUTRAL] Or do you
[CUSTOMER][NEUTRAL] I think that are they do the good work on live and etc. but
[CUSTOMER][POSITIVE] They gonna be that interaction with so fine.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] A few more minutes.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I like
[AGENT][NEUTRAL] I'm gonna email do you have an email address?
[CUSTOMER][POSITIVE] Yeah, absolutely. I can give you mine. It is gonna be [PII] and that's spelled [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's just spelled [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Um, that is correct.
[AGENT][NEUTRAL] OK, I sent that uh fax back to Terra, but it's actually Cera.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK, no problem.
[AGENT][NEUTRAL] I made it to the attention of of Terra OK.
[CUSTOMER][POSITIVE] That's OK, perfect, no problem.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, I just emailed it over to you as well and I faxed it again to you just.
[AGENT][NEUTRAL] Just to see, because we'll get a confirmation of, um, successful transmission.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Once it's gone through.
[CUSTOMER][NEUTRAL] OK, oh, I just got it.
[CUSTOMER][POSITIVE] Perfect. I actually just received it. I sure did.
[AGENT][NEUTRAL] Huh, you got it?
[AGENT][NEUTRAL] Via fax or email?
[CUSTOMER][NEUTRAL] Email in fact let me take a look trying to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, not yet on the facts.
[AGENT][NEUTRAL] OK, may take a few minutes for the facts. All right, well, did you have any other questions, um, [PII], that I can help out with today?
[CUSTOMER][POSITIVE] No, I think that is everything thank you so much though.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.