AccountId: 011433970860
ContactId: 7010d65f-1cb1-422e-8c83-d4a739d7667d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74339 ms
Total Talk Time (AGENT): 31140 ms
Total Talk Time (CUSTOMER): 34450 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7010d65f-1cb1-422e-8c83-d4a739d7667d_20250328T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] as well. Um, I just wanted to see if I could get a patient, um, eligibility faxed over. I had requested one yesterday and we didn't receive one, so I just wanted to reach out again.
[AGENT][NEUTRAL] Oh, I'm sorry about that, sir. Yeah, what's the policy?
[CUSTOMER][NEUTRAL] Oh, no worries, sometimes technology.
[AGENT][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] Um, it is sorry, uh, 02502877.
[AGENT][NEUTRAL] All right, thank you for that. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much and then what is the fax number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I will send that right now. It should be there hopefully in the next 5 minutes or so. Did you need anything else?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] No that was it. I appreciate your help thank you so much.
[AGENT][POSITIVE] You're, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.