AccountId: 011433970860
ContactId: af51a065-e626-49ab-8113-980eac688bba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94110 ms
Total Talk Time (AGENT): 30483 ms
Total Talk Time (CUSTOMER): 40712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/af51a065-e626-49ab-8113-980eac688bba_20250407T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was just wondering if I could get um a couple of patients benefits faxed in the way.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 01572037.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] And you just need to fax back for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And is there another member that you would like for a fax back to be submitted as well?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so her ID number is 01572037.
[AGENT][NEUTRAL] OK, may I have that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Oh, that's all I need.
[AGENT][POSITIVE] OK, I will get those submitted over to you and I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.