AccountId: 011433970860
ContactId: 37b78f90-b2be-495e-9d38-29309ce39551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74199 ms
Total Talk Time (AGENT): 35131 ms
Total Talk Time (CUSTOMER): 36090 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/37b78f90-b2be-495e-9d38-29309ce39551_20250203T17:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm looking, do you guys do fax backs up benefits?
[AGENT][NEUTRAL] Yes, I can send you a fax back. Um, may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep, it's [PII] and it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01843943 [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what is a good fax number for me to send the fax back to?
[CUSTOMER][NEUTRAL] calling from.
[CUSTOMER][NEUTRAL] [PII]. If you could just give us a call back to confirm that you are able to make this.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, so I'll go ahead and fax this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yep.