AccountId: 011433970860
ContactId: 57cb1e48-6208-43b6-99dd-ff7d5c9b1189
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98599 ms
Total Talk Time (AGENT): 47071 ms
Total Talk Time (CUSTOMER): 44256 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/57cb1e48-6208-43b6-99dd-ff7d5c9b1189_20250423T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I wanted to see if I can get a fax back of this patient's benefits. We were having trouble yesterday finding her.
[AGENT][NEUTRAL] Sure, I can send that back back to you. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, her policy number is 2300655. I think her member ID number changed.
[AGENT][NEUTRAL] OK. Uh, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's uh [PII] and her birthday is just a moment it is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so of course this policy is active. Effective date was [PII]. And what was that fax number for you?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Awesome I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, I will go ahead and send that now. You should get it here within about 10 minutes or so. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.