AccountId: 011433970860
ContactId: b49a8164-9f68-413a-a507-72b57cc122ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84709 ms
Total Talk Time (AGENT): 37265 ms
Total Talk Time (CUSTOMER): 31076 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b49a8164-9f68-413a-a507-72b57cc122ec_20250407T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was calling to see if I can get a fax back on a patient's benefits.
[AGENT][POSITIVE] Yeah, absolutely. Can I get the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The member ID
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 009947777.
[AGENT][NEUTRAL] OK, let me pull this up here. Give me just a sec.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. So, patient is active, uh, effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] OK, uh, that should be there in about 5 minutes. Anything else I can help with?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.