AccountId: 011433970860
ContactId: 7dd23fae-6a05-4032-a57a-994140872212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339640 ms
Total Talk Time (AGENT): 57519 ms
Total Talk Time (CUSTOMER): 40869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7dd23fae-6a05-4032-a57a-994140872212_20250620T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I was just trying to check on some benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00002619109
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mm perfect, thank you. You need this information given to you verbally or faxed over to you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, could you fax it over to me?
[AGENT][NEUTRAL] Yes, and this is for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, I can. May I have the fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, mm bye bye.
[CUSTOMER][NEUTRAL] Bye.