AccountId: 011433970860
ContactId: c6b7fbfb-ace7-45c8-a49b-f9b74bb36596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103209 ms
Total Talk Time (AGENT): 47610 ms
Total Talk Time (CUSTOMER): 32732 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c6b7fbfb-ace7-45c8-a49b-f9b74bb36596_20250109T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Comfortent Clinton. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Not too bad. I am just needing to get a breakdown for a patient's benefits.
[AGENT][NEUTRAL] OK, let's take a look. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yeah, it's on the card. It's 02261126.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if I can get [PII], the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let's see, patients plan is active. It looks like the effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then if you need a fax back we can send that also or I can verbally give you a breakdown whatever works best for you.
[CUSTOMER][POSITIVE] Fax back would be perfect.
[AGENT][NEUTRAL] OK, what is a good fax number, [PII]?
[CUSTOMER][NEUTRAL] 801.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 825.
[CUSTOMER][NEUTRAL] 333 1.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, that should be there in about 5 minutes. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Thank you, nope, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.