AccountId: 011433970860
ContactId: 503f09ae-277c-4d9b-b841-7b981f25add2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137800 ms
Total Talk Time (AGENT): 56919 ms
Total Talk Time (CUSTOMER): 56854 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/503f09ae-277c-4d9b-b841-7b981f25add2_20250502T16:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. Um, I'm trying, I've already asked to get a fax back of benefits twice, but now I'm trying to see if you guys are able to email it to me just because I haven't received it.
[AGENT][NEUTRAL] OK, uh, Ms. [PII].
[AGENT][NEUTRAL] Oh, I'm so sorry. Uh, what's that policy number, please?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, give me one moment, um, it's gonna be 02385370.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII]. I'm sorry [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's for Mr. [PII], uh, [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And what is the email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, let's see.
[AGENT][NEUTRAL] Just give me one moment I'm trying to.
[AGENT][NEUTRAL] Do it while I'm on the phone with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] for policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I will send this off to you in a few moments. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well I thank you so much for calling APR. You have a great day. If you don't receive it by email, hopefully you should tell me, but if you don't receive by email, just give us a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.