AccountId: 011433970860
ContactId: 7f892db0-352e-42bc-99df-2eaf2f093b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286660 ms
Total Talk Time (AGENT): 137427 ms
Total Talk Time (CUSTOMER): 52745 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/7f892db0-352e-42bc-99df-2eaf2f093b2e_20241230T21:19_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider office.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEGATIVE] Uh, actually, I called a few back later for the fax that, but right now I did not receive.
[AGENT][NEUTRAL] Because I
[AGENT][NEUTRAL] OK. Um, what is your policy number, and, and I'll see what I can do that.
[CUSTOMER][NEUTRAL] Hello. May I audible?
[AGENT][NEUTRAL] It might be, yes, yes, I, I can certainly send that back back to you. I'm sorry you didn't get it. What is the policy number so I can look it up?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 58513.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you.
[AGENT][NEUTRAL] All right. Um, and, uh, [PII], what is your uh your fax back number, please?
[CUSTOMER][NEUTRAL] The tax number is [PII].
[AGENT][NEUTRAL] OK, now I
[AGENT][NEUTRAL] OK, I show that something should have been sent to you um about an hour ago, but let me, let me find out what it's, uh, let me see what I can do about getting that to you. Um, excuse me, just a moment, please. I'll just have you on the phone if you don't mind, uh, while I'm looking for that. And then we can, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I can just send it to you while we're, while you're on the phone. So, excuse me just a moment. I'm just waiting for my uh computer to come up.
[AGENT][NEUTRAL] Just taking just a sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] what we have here.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I do, I do show that the policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] OK. So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just
[AGENT][NEUTRAL] I can get this here.
[AGENT][NEUTRAL] I'm just preparing the facts back now.
[CUSTOMER][NEUTRAL] OK, please send it.
[AGENT][NEUTRAL] Yes, OK, so now what I'm gonna do is I'm gonna go ahead and
[AGENT][NEUTRAL] I'm going to go ahead and send it to you at that fax that number of [PII].
[AGENT][NEUTRAL] And that is uh.
[AGENT][NEUTRAL] That has just been sent to you. Now, if uh if you have not received it, um,
[AGENT][NEUTRAL] Uh, within a certain period of time, it usually takes our, it's taking our faxes because our computers are just a little bit slow right now. It's taking them just a bit to, to get that out to people. So, um.
[AGENT][NEUTRAL] Uh, you should receive it in the next 10 minutes, um, but I just sent it to you. So you should be getting it just anytime. Now, is there anything else at all that I can do for you while, while you're waiting for that fax?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Only need the fax right now because the patient is today's appointment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um is there a callback number I can have in the event that there's a, a problem?
[CUSTOMER][NEUTRAL] Yes, please. The callback number is [PII].
[AGENT][NEUTRAL] OK. Well, I don't, I don't anticipate a problem, but I just went ahead and sent that to you so um you should be getting it just any time and, and I do apologize for the uh the inconvenience, but you should be getting that uh fax back just any time now, um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I will wait for 10 minutes. Thank you.
[AGENT][POSITIVE] OK, thanks for contacting if you have a good.