AccountId: 011433970860
ContactId: 77e7299b-34bc-4fbd-8fc9-63e206506fd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161160 ms
Total Talk Time (AGENT): 29579 ms
Total Talk Time (CUSTOMER): 46332 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/77e7299b-34bc-4fbd-8fc9-63e206506fd8_20250317T19:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Growing Smiles. I just wanted to request a fax back for two of my patients.
[AGENT][POSITIVE] I'd be happy to assist with a fax that today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, let me get it real quick.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 692-86
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first one is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you for that one moment.
[AGENT][NEUTRAL] Now is the 2nd patient on the same policy or a different policy?
[CUSTOMER][NEUTRAL] Same.
[AGENT][NEUTRAL] And their name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And what's the fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, you should receive that fax within the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That is it for today, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm bye bye.