AccountId: 011433970860
ContactId: 59925e79-00a9-488d-88ab-71fa04f27dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100480 ms
Total Talk Time (AGENT): 47069 ms
Total Talk Time (CUSTOMER): 35150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/59925e79-00a9-488d-88ab-71fa04f27dce_20250520T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to get a couple of patients benefits faxed.
[AGENT][POSITIVE] OK, I'm happy to help with benefits. Do we have policy number?
[CUSTOMER][NEUTRAL] Um, 602-088.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] And then for documentation, can I just grab your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thanks [PII]. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. So patients active, effective date is [PII]. What's a good fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, give me about 5 minutes to send that over. Do you need me to check on anybody else?
[CUSTOMER][NEUTRAL] Yes ma'am, one more.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] And the ID number is 602088.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It's on the same plan.
[AGENT][NEUTRAL] OK. Patient name.
[CUSTOMER][NEUTRAL] Is the last one, [PII] [PII].
[AGENT][NEUTRAL] Alright, so same effective date on that of [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] All right. It's on its way. Give it about 5 minutes, OK?
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][NEUTRAL] Uh bye bye.