AccountId: 011433970860
ContactId: b65d909f-dbbd-46aa-a776-44450ecccd53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88319 ms
Total Talk Time (AGENT): 37888 ms
Total Talk Time (CUSTOMER): 33071 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b65d909f-dbbd-46aa-a776-44450ecccd53_20250220T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to get a fax back for a patient.
[AGENT][NEUTRAL] OK, I can send that over for you. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much [PII] and your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is that policy number please, [PII]? Thank you.
[CUSTOMER][NEUTRAL] It's 02277445.
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 02277445.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much appreciate that thank you and what is your fax number please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] And I apologize if you could please please repeat that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. I will get that sent over to you. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks you too bye bye.