AccountId: 011433970860
ContactId: 28756468-3fbe-40ed-a419-70f0e39d44fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89949 ms
Total Talk Time (AGENT): 29099 ms
Total Talk Time (CUSTOMER): 36505 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/28756468-3fbe-40ed-a419-70f0e39d44fd_20250320T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. I'm calling from a provider's office.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And do you have a callback number?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, it is 01666203.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who was that patient's name?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and were you needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, I would like to request like a fax if that's possible.
[AGENT][POSITIVE] OK, yes, ma'am. I can fax that to you.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, that's pretty much about it. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.