AccountId: 011433970860
ContactId: 6db7d942-d6e6-4c6a-9b1f-1c77b178ac73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81300 ms
Total Talk Time (AGENT): 40250 ms
Total Talk Time (CUSTOMER): 29912 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/6db7d942-d6e6-4c6a-9b1f-1c77b178ac73_20250205T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to get a fax back of a patient's benefits and eligibility.
[AGENT][POSITIVE] Of course, yes, ma'am. I can help you with that. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and also may I have your call back number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. And what is that policy number?
[CUSTOMER][NEUTRAL] It is 703-855.
[AGENT][POSITIVE] OK, thank you so much. One moment, please.
[AGENT][NEUTRAL] And verify that patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you so much. And you're requesting a fax back of eligibility benefits. And Ms. [PII], what is your fax number? Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is [PII] um excuse me [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Let me just repeat that to you. I have [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, yes ma'am, I'll get that faxed right over to you. Anything else I can help you with, Miss [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you so much for coming with me. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.