AccountId: 011433970860
ContactId: b7fc8652-d17b-4e69-98fe-fd81dfac46f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63759 ms
Total Talk Time (AGENT): 27067 ms
Total Talk Time (CUSTOMER): 31410 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/2025/02/26/b7fc8652-d17b-4e69-98fe-fd81dfac46f9_20250226T20:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling AP Angel. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] calling with Doctor En's office, and I was calling to see if I could get a fax of benefits on a patient.
[AGENT][NEUTRAL] Of course [PII] you can. What is your callback number if we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, what is that policy number please [PII]?
[CUSTOMER][NEUTRAL] Oh, let me just get that here. I had it in front of me and.
[CUSTOMER][NEUTRAL] It is 1300694.
[AGENT][NEUTRAL] OK, that was.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Alright, 1300 and the 694 and the date of birth for the Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for the information and [PII], what is your fax number please? Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'll get that faxed over to you, [PII], anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll do it thank you for all your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] You too bye bye.