AccountId: 011433970860
ContactId: 85741b22-17b2-429b-916d-b8ea06854e2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103160 ms
Total Talk Time (AGENT): 57195 ms
Total Talk Time (CUSTOMER): 30330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/85741b22-17b2-429b-916d-b8ea06854e2c_20250217T17:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, I was calling to get a fax backup benefits for one of my patients.
[AGENT][NEUTRAL] OK, I can verify benefits and send your fax back and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] I have 02445827.
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII] or [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Oh last two are [PII].
[AGENT][NEUTRAL] [PII], I'm definitely not hearing that right. OK. And verify the patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you, ma'am. And you are wanting a fax back, correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And let me double check what type of policy he has.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I will fax this over to you in a few moments, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that will be all.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.