AccountId: 011433970860
ContactId: 6bb44aef-0caa-443e-a5bc-3674ca449f3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91440 ms
Total Talk Time (AGENT): 35491 ms
Total Talk Time (CUSTOMER): 30799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6bb44aef-0caa-443e-a5bc-3674ca449f3b_20250207T18:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] at Doctor [PII]'s office calling just calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] That is 025552229.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can give those to you. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] A fax would be great.
[AGENT][NEUTRAL] OK, I'll fax it to you. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.