AccountId: 011433970860
ContactId: 285949c1-8b6a-4639-8aad-53147d070428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73660 ms
Total Talk Time (AGENT): 35422 ms
Total Talk Time (CUSTOMER): 22221 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/285949c1-8b6a-4639-8aad-53147d070428_20250429T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get a fax of this um patients benefits.
[AGENT][POSITIVE] OK. Happy to help. What's the policy number?
[CUSTOMER][NEUTRAL] 613692
[AGENT][NEUTRAL] And if I can get insured's first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][NEUTRAL] All right. So, patient is active. If you need the effective date, it's [PII].
[AGENT][NEUTRAL] And what's a good number to send the fax to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry the standard.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And then should I mark that attention to anybody?
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK, it'll be there in about 5 minutes. Anything else I can do for you?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.