AccountId: 011433970860
ContactId: b76a5875-d8d8-43aa-8ab4-ebdf8861b98c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89660 ms
Total Talk Time (AGENT): 42003 ms
Total Talk Time (CUSTOMER): 29419 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b76a5875-d8d8-43aa-8ab4-ebdf8861b98c_20250410T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I just need to receive a fax back for benefits.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. The number is [PII].
[AGENT][NEUTRAL] OK, and I'll be more than happy to help you with the fax back story, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01790754.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have a um good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] And should I put attention to [PII]?
[CUSTOMER][POSITIVE] Yes, that's perfect.
[AGENT][NEUTRAL] OK, and it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. And I'm sending this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye