AccountId: 011433970860
ContactId: 74d8457b-bcd1-4294-9756-cddba7357542
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76000 ms
Total Talk Time (AGENT): 34101 ms
Total Talk Time (CUSTOMER): 30788 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/74d8457b-bcd1-4294-9756-cddba7357542_20250617T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just need to see if a mutual patient is still active and see about getting a fax back of her benefits.
[AGENT][NEUTRAL] All right, absolutely. What's the patient policy number?
[CUSTOMER][NEUTRAL] It's 618-530.
[AGENT][NEUTRAL] Thank you. And then can I grab your first name for documentation?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Thanks, [PII]. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII], last name [PII], date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then where would you like the fax fax sent?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Give me about 5 minutes, [PII]. I'll have it headed your way.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome bye bye.