AccountId: 011433970860
ContactId: 2999432f-9e46-41be-a823-51979c999f94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238199 ms
Total Talk Time (AGENT): 82911 ms
Total Talk Time (CUSTOMER): 56736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2999432f-9e46-41be-a823-51979c999f94_20250121T19:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office, and I had called this morning you requested a fax for one of our patients, and I haven't received it.
[AGENT][NEUTRAL] All right, I can check on that for you and I do apologize. What was that, um.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] [PII], thank you, and a good call back number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] 02543088
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you. Let me check that for you.
[AGENT][NEUTRAL] Bear with me just one second, I'm gonna.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Fax it to you.
[AGENT][NEUTRAL] Just gotta get it together, so bear with me just a quick second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] And I do apologize, but I'm gonna get it over to you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Got to make sure I spell that last name right. That's a different one.
[AGENT][NEUTRAL] [PII], are, do you spell your name [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Would you like a receipt? You're OK. Thank you.
[AGENT][NEUTRAL] And the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just to verify the fax number, I'm sending this to [PII], correct?
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] All right, that is on the way for you again. You should be receiving it shortly. Do you wanna wait, make sure you get it?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][POSITIVE] All right. I don't mind.
[CUSTOMER][NEUTRAL] Let's get out of
[CUSTOMER][NEGATIVE] You know what, dear, I won't keep you if it doesn't come, I'll call back.
[AGENT][NEUTRAL] Well, I hate for you to have to do that, but OK. I look, I was just
[CUSTOMER][NEUTRAL] Because it might take a little bit.
[AGENT][NEUTRAL] Yeah, I was just checking, um, their, their phone number that they faxed it to, does look like it's correct. The 43 I'm sorry, [PII].
[CUSTOMER][NEUTRAL] I wonder if it's our program. OK, um, yeah, I'll call back. Let me see for the fact that it comes through is having issues.
[AGENT][NEUTRAL] But I
[AGENT][NEUTRAL] Well, if it gets fixed, you make it too.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] If it's 2 is better than none.
[CUSTOMER][NEUTRAL] Yeah, probably, yeah.
[CUSTOMER][POSITIVE] Exactly, thank you so much. I appreciate it.
[AGENT][POSITIVE] My pleasure, [PII], and thank you for calling APA. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.