AccountId: 011433970860
ContactId: 11d8c1d6-6c8e-4e97-af4d-d3989504d88b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80809 ms
Total Talk Time (AGENT): 19430 ms
Total Talk Time (CUSTOMER): 33360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/11d8c1d6-6c8e-4e97-af4d-d3989504d88b_20250625T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, yes ma'am, my name is [PII]. I'm calling to see if I can get another fax. The one that came through, it was cut off.
[AGENT][NEUTRAL] OK, um, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, policy number is 02515513.
[AGENT][NEUTRAL] OK, and then you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And uh the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is Supreme Butler. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yes sir I understand
[CUSTOMER][POSITIVE] Alright you too thanks bye bye.