AccountId: 011433970860
ContactId: 5c7dbc36-babf-47fe-929e-4e5f541de6f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77040 ms
Total Talk Time (AGENT): 34649 ms
Total Talk Time (CUSTOMER): 34663 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5c7dbc36-babf-47fe-929e-4e5f541de6f2_20250218T23:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yeah hi there um I am trying to see I'm calling from a provider's office trying to get a fax back for patients benefits.
[AGENT][NEUTRAL] OK. All right, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, of course it's 02585046.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, and let's see, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] All right. Well, I will fax this over to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That is it, thank you for your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.