AccountId: 011433970860
ContactId: 218b5bb7-b38c-4a7f-adf4-74d5547117c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265070 ms
Total Talk Time (AGENT): 56120 ms
Total Talk Time (CUSTOMER): 42664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/218b5bb7-b38c-4a7f-adf4-74d5547117c6_20250123T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lice. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was needing to request a fax back of benefits for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and a callback number is [PII] and it's a direct phone number, no extension.
[AGENT][NEUTRAL] Thank you, the policy number you're calling on.
[CUSTOMER][NEUTRAL] 02554451
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] The policy and you did say you need a fax back, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, hold one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] It just don't make sense.
[AGENT][NEUTRAL] What I'm pulling up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] I don't be knowing. It just don't make sense to me.
[AGENT][NEUTRAL] Preventative, OK, let's say.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thank you for holding. I apologize for the wait. Uh, what is the fax number that I'll be sending this?
[CUSTOMER][NEUTRAL] Yeah, you're fine.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and is that going to your attention?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. It is on its way. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it for today. Thank you very much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too. OK bye bye.