AccountId: 011433970860
ContactId: 55f13087-e987-4eb0-9828-e6bc5faf53d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74220 ms
Total Talk Time (AGENT): 29998 ms
Total Talk Time (CUSTOMER): 50490 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/55f13087-e987-4eb0-9828-e6bc5faf53d6_20250225T19:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was wondering if I could get a fee schedule.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and our phone number is [PII].
[AGENT][NEUTRAL] [PII], what is your fax number?
[CUSTOMER][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can I have that policy number of the member that you're requesting to fax back for [PII]?
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] The policy number is, let me see, it is 02538066.
[AGENT][NEUTRAL] Thank you. And could you verify that patient's name and date of birth that you're requesting a fax back for?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] Alright, [PII], so I'm gonna send this information over for you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No that is it.
[AGENT][POSITIVE] It was a pleasure speaking with you thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome. Goodbye.