AccountId: 011433970860
ContactId: 431b1c43-099f-4453-9276-3d20ea155378
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78610 ms
Total Talk Time (AGENT): 34829 ms
Total Talk Time (CUSTOMER): 24142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/431b1c43-099f-4453-9276-3d20ea155378_20250416T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I'm calling in regards to a patient that I have here for um a fax back.
[AGENT][NEUTRAL] OK, I'm happy to send a fax back. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 02579759.
[AGENT][NEUTRAL] Let me just pull this up here.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. Patients active. If you need the effective date, it's [PII].
[AGENT][NEUTRAL] And then what's a good fax number?
[CUSTOMER][NEUTRAL] You want
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Alright, so give that about 5 minutes to come over. Is there anything else I can check for you?
[CUSTOMER][POSITIVE] That would be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.