AccountId: 011433970860
ContactId: 3ba7e1dc-f2bb-46e0-9111-e7655605a74a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177929 ms
Total Talk Time (AGENT): 43921 ms
Total Talk Time (CUSTOMER): 55048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/3ba7e1dc-f2bb-46e0-9111-e7655605a74a_20250617T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], my name is [PII]. I'm calling with Love That Smile. I was just calling to get a fast fax or eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility in a fax back. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, callback number is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 0879830803.
[CUSTOMER][NEUTRAL] And this is for a dependent.
[AGENT][NEUTRAL] Is that a social?
[CUSTOMER][NEUTRAL] No, that's the, the policy number provided.
[CUSTOMER][NEUTRAL] Would the social work better for you?
[AGENT][POSITIVE] Uh, yes, that'd be great.
[CUSTOMER][NEUTRAL] OK, 026.
[CUSTOMER][NEUTRAL] 700879
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what was the patient's first and last name?
[CUSTOMER][NEUTRAL] The patient is [PII].
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, looks like the policy number is actually 2321572.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 2321572
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, I've got the policy active and effective, [PII].
[CUSTOMER][NEUTRAL] OK, I will
[AGENT][NEUTRAL] And then what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'll get that fax back sent over, and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] You too bye bye.