AccountId: 011433970860
ContactId: 90e46bad-e838-408a-91a3-4240cd31199b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240160 ms
Total Talk Time (AGENT): 44637 ms
Total Talk Time (CUSTOMER): 30238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/90e46bad-e838-408a-91a3-4240cd31199b_20250611T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get a patient's benefits faxed.
[AGENT][NEUTRAL] Sure I can help you with a fax back. Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] 613-282
[AGENT][NEUTRAL] Give me just a moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing a different last name for her.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can you hold for just a second?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you were wanting a fax back, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment to pull that up.
[AGENT][NEUTRAL] Alright, give me just one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And [PII], what's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and to confirm I have [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright I just sent that over to you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.