AccountId: 011433970860
ContactId: 620251b0-255c-4902-a98f-708e92baa4ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136419 ms
Total Talk Time (AGENT): 21240 ms
Total Talk Time (CUSTOMER): 37794 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/620251b0-255c-4902-a98f-708e92baa4ba_20250423T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if I could get a fax back of a patient's benefits.
[AGENT][POSITIVE] Sure, I can help you with that. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And a good call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 0248159.
[AGENT][NEUTRAL] Uh, you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] is the first name. Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It should just take about 2 minutes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Hi, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.