AccountId: 011433970860
ContactId: 907c2130-5b4b-4977-b06c-6596d5e5d8cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292040 ms
Total Talk Time (AGENT): 55246 ms
Total Talk Time (CUSTOMER): 104829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/907c2130-5b4b-4977-b06c-6596d5e5d8cc_20250514T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good day. Uh, I just got a, uh, voicemail earlier because I was asked to
[CUSTOMER][NEGATIVE] Get the fax back. However, the fax back I think was abandoned or something. That's why I'm calling, I'm calling back to get the fax back again.
[AGENT][NEUTRAL] OK, not a problem. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, that is 02623646.
[AGENT][NEUTRAL] OK, let me pull that up here. Give me just a moment.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient's name is, I do have two patients in, it's [PII], and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And another patient that I request for a fax back also is [PII], with the date of birth of [PII] with the same policy.
[AGENT][NEUTRAL] All right. And what's the fax number?
[CUSTOMER][NEUTRAL] Uh, our fax back number is [PII].
[AGENT][NEUTRAL] And who should we mark attention to?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so first fax back is on its way to you just to reconfirm that number was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, thank you so much. Uh, just want to check again, also from earlier, uh, do you have any, uh, records there that, uh, it's not the same fax number that I sent? I mean, the other fax number that I mentioned earlier.
[CUSTOMER][NEUTRAL] Just want to make sure that we will got it.
[CUSTOMER][NEUTRAL] By this time.
[AGENT][NEUTRAL] Uh.
[AGENT][NEGATIVE] Yeah, I do see that they attempted to send it 3 times and it looks like it didn't go through.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] As far as, are you?
[CUSTOMER][NEUTRAL] Is it the same number also?
[AGENT][NEUTRAL] She didn't put in the number that she sent it to. I apologize.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK, then we will just wait for the fax number, then we just call back after how many minutes should we expect also the fax so we would know if we should call back?
[AGENT][NEUTRAL] You should receive it within 5 minutes.
[CUSTOMER][NEUTRAL] OK. Thank you so much. Then you can just call back once we wasn't able to receive it.
[AGENT][POSITIVE] OK, not a problem.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye [PII]