AccountId: 011433970860
ContactId: 4f448552-b4c3-496c-82a6-9a899599c685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156910 ms
Total Talk Time (AGENT): 47029 ms
Total Talk Time (CUSTOMER): 40706 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/4f448552-b4c3-496c-82a6-9a899599c685_20250102T15:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I was looking to get a fax back on a patient's benefits if possible.
[AGENT][POSITIVE] Yeah, I'd love to help you with the fax back today. Um, may I have your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And Ms. [PII]
[AGENT][NEUTRAL] No, I was just gonna ask what a good number was. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh no you're fine uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful. Thank you so much. And what is your patient's policy number with us?
[CUSTOMER][NEUTRAL] 614-111
[AGENT][NEUTRAL] And their first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you so much. Give me a second to find their policy information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I told her mom that she was making.
[AGENT][NEUTRAL] Miss [PII], do you want this made attention to yourself?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did not let that
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Oh you betcha. And what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. I have that coming your way right now. And is there anything else I can do for you today, ma'am?
[CUSTOMER][NEUTRAL] Nope, that will be all.
[AGENT][POSITIVE] Perfect thank you so much for calling APL. I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye.