AccountId: 011433970860
ContactId: bceb0787-c2b6-4e0d-9a58-95745c4bea16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92989 ms
Total Talk Time (AGENT): 44650 ms
Total Talk Time (CUSTOMER): 29642 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/bceb0787-c2b6-4e0d-9a58-95745c4bea16_20250520T15:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was wondering if I could get a fax on the benefits for a patient.
[AGENT][NEUTRAL] Sure I can send a fax out to you. Um, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, let me pull it up. It's 01846074.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy is active. Effective date was [PII]. And what was that fax number for you?
[CUSTOMER][NEUTRAL] Uh, it is going to be [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That is all for today thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thanks. Bye-bye.