AccountId: 011433970860
ContactId: 61ed2e9a-fa4d-490e-988a-074498eab53c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159830 ms
Total Talk Time (AGENT): 25439 ms
Total Talk Time (CUSTOMER): 30361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/61ed2e9a-fa4d-490e-988a-074498eab53c_20250414T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I just got a fax from you guys. It was supposed to be a couple of pages with eligibility and benefits for a patient, um, and it looks like only the front screen or front page came through, not all 5 of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I can resend that to you. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's another one coming through right now, so it may be the rest of it.
[CUSTOMER][NEUTRAL] I don't know if I should wait and see or if you should just send another one.
[AGENT][NEUTRAL] That is completely up to you. Um, you can wait a bit if you want to, or I can go ahead and resend it and worst cases you've got two copies.
[CUSTOMER][NEUTRAL] Yeah, can I just put you on a brief hold while it comes through?
[AGENT][NEUTRAL] Sure, of course.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, sorry about that, it did come through a second time.
[AGENT][POSITIVE] That's OK. OK, awesome.
[CUSTOMER][POSITIVE] Thank you so much though I appreciate it.
[AGENT][POSITIVE] Yes, no worries thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.