AccountId: 011433970860
ContactId: abff84fd-8ca9-449b-a7b9-feee412f9d7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55759 ms
Total Talk Time (AGENT): 18235 ms
Total Talk Time (CUSTOMER): 21036 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/abff84fd-8ca9-449b-a7b9-feee412f9d7f_20250528T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Office.
[CUSTOMER][NEUTRAL] I need to get a patient's benefits faxed.
[AGENT][NEUTRAL] OK, can I get the policy number?
[CUSTOMER][NEUTRAL] 602-088
[AGENT][NEUTRAL] And for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Not all
[AGENT][NEUTRAL] Can I get their name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's your fax?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. That should be there in about 5 minutes. Is there anything else?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][NEUTRAL] Mhm.