AccountId: 011433970860
ContactId: 57f2a1a9-dcb8-408c-9ddd-14af44bf3775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249380 ms
Total Talk Time (AGENT): 57947 ms
Total Talk Time (CUSTOMER): 53459 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/57f2a1a9-dcb8-408c-9ddd-14af44bf3775_20250501T22:04_UTC.wav
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[AGENT][NEUTRAL] Hey thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello Miss. [PII], I'm, my name is [PII]. I'm calling from a demo provider's office. I was just trying to get a fax pack of benefits if I can.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with the fax back. Um, can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be for [PII]. Date of birth is [PII]. The policy number is 02385370.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] She yeah, she did it.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I'll send that fax back to you.
[CUSTOMER][NEUTRAL] Just to make sure that I'm uh if I'm clear with the benefits all providers are in network, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, it's [PII].
[CUSTOMER][NEUTRAL] 606-4121.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold while I get that fax ready for you, um, Ms. [PII] and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me Miss [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much. You were very helpful.
[AGENT][POSITIVE] Well, thank you. Is that everything I can help you with tonight?
[CUSTOMER][NEUTRAL] Yes, that would be it.
[AGENT][POSITIVE] OK, well, you have a wonderful evening and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.