AccountId: 011433970860
ContactId: 71f6b509-8d08-4c09-a140-e35e0e96b71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64430 ms
Total Talk Time (AGENT): 16451 ms
Total Talk Time (CUSTOMER): 25583 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/71f6b509-8d08-4c09-a140-e35e0e96b71b_20250417T18:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], this is [PII] with Doctor [PII]'s office, and I just need a fax back for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with fax back. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number of the patient?
[CUSTOMER][NEUTRAL] 603017
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll get that faxed over, and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.