AccountId: 011433970860
ContactId: b9f445ed-1840-4626-bca2-3d8ea55c24ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358839 ms
Total Talk Time (AGENT): 57406 ms
Total Talk Time (CUSTOMER): 38434 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b9f445ed-1840-4626-bca2-3d8ea55c24ad_20250429T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get a fax of this patient's benefits.
[AGENT][NEUTRAL] OK, sure, I can assist you with the tax package of benefits, and may I have your name?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have the name of the facility you're calling from and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I have 613-692.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Perfect, thank you. What is the fax number for the benefits?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. That's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And again, that was uh [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm just making sure. OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.