AccountId: 011433970860
ContactId: 239c52d8-5b72-44cc-95f1-4f2d9874c440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106440 ms
Total Talk Time (AGENT): 26688 ms
Total Talk Time (CUSTOMER): 53053 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/239c52d8-5b72-44cc-95f1-4f2d9874c440_20250303T18:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I am calling from a provider's office and I was wondering if I could get a fax breakdown of this patient's benefits.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yep my name is [PII].
[CUSTOMER][NEUTRAL] And a good number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yep it is let me see here 025.
[CUSTOMER][NEUTRAL] 14706
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yep, it's [PII] as in boy and last name is um.
[CUSTOMER][NEUTRAL] [PII] and then date of birth is let see here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for this memory, it is showing that they're no longer active with us. The term date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good to know. I appreciate that.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] Well, I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.