AccountId: 011433970860
ContactId: 431b8f89-dde0-4b7d-b875-fa52659bc615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87900 ms
Total Talk Time (AGENT): 38348 ms
Total Talk Time (CUSTOMER): 34243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/431b8f89-dde0-4b7d-b875-fa52659bc615_20250205T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get um a fax back on a patient's benefits please.
[AGENT][NEUTRAL] Sure. I can send a fax back for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah it's 00603828.
[AGENT][NEUTRAL] OK, one moment. And do you have a callback number in case the call drops, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her birthday is [PII].
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, and that's [PII] for the fax number?
[CUSTOMER][NEUTRAL] I got in
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will send that fax back off to you. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.