AccountId: 011433970860
ContactId: 3d90aa35-acd6-4697-bcb6-0b92a8c068f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248399 ms
Total Talk Time (AGENT): 86221 ms
Total Talk Time (CUSTOMER): 51754 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3d90aa35-acd6-4697-bcb6-0b92a8c068f9_20250115T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey, I called yesterday and um requested a backpack of benefits, and I just hadn't received it.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02504682.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] uh yeah, [PII].
[AGENT][NEUTRAL] OK, you said the prefix is [PII]?
[AGENT][NEUTRAL] [PII]. OK, and what's the fax number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The fax is [PII].
[AGENT][NEUTRAL] OK, give me one moment to pull up the information.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me one moment to prepare the document.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Almost finished.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] So I'm faxing it to [PII] correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, so I have sent that over.
[AGENT][NEUTRAL] And on our end I believe it will, it will try to attempt to fax it, I know at least a minimum of 5 times.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then
[AGENT][NEGATIVE] And then after the 5th time it'll send us an email. It'll either say that the the fax was successfully transmitted or um it was abandoned and it'll give us a reason, no answer, we're busy.
[CUSTOMER][NEGATIVE] Ridiculous.
[CUSTOMER][NEUTRAL] the thing then.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And actually, let me check that to make sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because I see the note where one was submitted over to the same fax number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, and it's another one it's is on its way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so if you run into any hiccups again um it's being faxed to that number and I'll keep a lookout for the emails that we receive verifying if it was submitted transmitted successfully or not and I'll give you a call back if it did not transmit successfully.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] I'm looking for this.
[CUSTOMER][NEUTRAL] We would be
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. Thank you.
[AGENT][NEUTRAL] All right. Any other questions I can assist with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.