AccountId: 011433970860
ContactId: bcefa33e-abf1-41ee-9b75-ca43b5489040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118900 ms
Total Talk Time (AGENT): 22833 ms
Total Talk Time (CUSTOMER): 68483 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/bcefa33e-abf1-41ee-9b75-ca43b5489040_20250415T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Twice
[CUSTOMER][NEUTRAL] Hi [PII], um, I would like to get a fax of benefits for my patient please.
[AGENT][NEUTRAL] OK, do you have uh uh your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] and it's [PII]. Um, sure, just give me one second, one moment. I'm gonna call.
[AGENT][NEUTRAL] And policy number of the patient, I beta?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I'm gonna tell him to go around by. She said, um, check him out and do the 31.
[CUSTOMER][NEUTRAL] That's not
[CUSTOMER][NEUTRAL] Alright, um, I'm sorry, let me, I was just switching computers. Give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] tomorrow.
[CUSTOMER][NEUTRAL] Patient's ID is [PII].
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's uh date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're needing a fax back, is that right?
[CUSTOMER][POSITIVE] Yes, please. Yes.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, is there anything I can help you with on the phone right now or just that fax back?
[CUSTOMER][NEUTRAL] Uh, let me just double check.
[CUSTOMER][POSITIVE] Yes, just a fax pack thank you so much.
[AGENT][NEUTRAL] OK, just give it a few minutes and you should receive that.
[CUSTOMER][POSITIVE] OK, awesome thank you have a good one.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye