AccountId: 011433970860
ContactId: 1fff6e8a-cb95-4b46-9a2a-136794623d71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66040 ms
Total Talk Time (AGENT): 23058 ms
Total Talk Time (CUSTOMER): 23941 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/1fff6e8a-cb95-4b46-9a2a-136794623d71_20250206T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need to get a patient's benefits faxed.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 00603676
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you [PII] for verifying the policy. May I have the fax number to submit the fax back?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I will get that faxed back submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.