AccountId: 011433970860
ContactId: 3de138dd-a31e-419d-b7a8-2dada7587636
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100290 ms
Total Talk Time (AGENT): 43867 ms
Total Talk Time (CUSTOMER): 56697 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3de138dd-a31e-419d-b7a8-2dada7587636_20250604T16:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Have you
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I just need to get either a fax back of benefits of uh eligibility.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 603-360.
[CUSTOMER][NEUTRAL] on holiday.
[AGENT][NEUTRAL] OK, 6
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Awesome. Thank you, madam. And do you have a uh Lord, sorry, the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Right, uh [PII], [PII].
[AGENT][POSITIVE] OK, thank you, ma'am, give me a moment and see.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I will fax this over to you in a few moments. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, I greatly appreciate it.
[AGENT][POSITIVE] All right, you're welcome. And thank you so much for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Thank you, yes ma'am bye bye.