AccountId: 011433970860
ContactId: ab9d6b7d-5d17-4ac9-9ff6-51e42962a6d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87180 ms
Total Talk Time (AGENT): 32650 ms
Total Talk Time (CUSTOMER): 27732 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ab9d6b7d-5d17-4ac9-9ff6-51e42962a6d7_20250513T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just trying to verify a patient's benefits.
[AGENT][NEUTRAL] OK. Uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02596151
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, I've got her effective [PII]. Um, she's active. I can send over a fax back that outlines all of the benefits unless there's something you need to go over on the phone.
[CUSTOMER][POSITIVE] No, that would be amazing.
[AGENT][NEUTRAL] OK. What's your facts?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's the same as your callback number?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, I just wanna make sure.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Uh just give me about 2 minutes.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.