AccountId: 011433970860
ContactId: 7bacbf3f-a473-45f6-889e-0ac3f0f2cde0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166320 ms
Total Talk Time (AGENT): 59155 ms
Total Talk Time (CUSTOMER): 33993 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/7bacbf3f-a473-45f6-889e-0ac3f0f2cde0_20250114T18:46_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I was hoping to get a fax back of a member's benefits.
[AGENT][POSITIVE] I'd love to help you with the fax back today. Do you mind if I get your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you Ms. [PII], and can I also have a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. And what's your member's policy number today?
[CUSTOMER][NEUTRAL] It is 613-097.
[AGENT][NEUTRAL] 613-097
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect, thank you, thank you. Give me just a moment to get that pulled up.
[AGENT][NEUTRAL] And would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect thank you so much.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So probably that.
[CUSTOMER][NEUTRAL] She said no
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Alright, what is
[AGENT][POSITIVE] I'm just getting that fax back put together for you right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you going to want this made attention to yourself today or?
[AGENT][POSITIVE] To somebody else. OK, perfect.
[CUSTOMER][NEUTRAL] Um, it doesn't matter.
[AGENT][NEUTRAL] [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect and what's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] did I get that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect, Ms. [PII]. I'm hitting send on that now. It should be coming within the next.
[AGENT][NEUTRAL] 5 to 15 minutes. Is there anything else I can do for you for this insured today?
[CUSTOMER][POSITIVE] No ma'am that's it you have a good day.
[AGENT][POSITIVE] Hey thank you you too thanks for calling APL you take care.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.