AccountId: 011433970860
ContactId: c8364a9a-553f-4e1a-bc64-60b664226980
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105559 ms
Total Talk Time (AGENT): 50920 ms
Total Talk Time (CUSTOMER): 36402 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c8364a9a-553f-4e1a-bc64-60b664226980_20250310T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I was just calling to get a fax back of benefits for a patient.
[AGENT][NEUTRAL] Sure, I can, of course I can send a fax back to you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and uh can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 02543875
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] First name [PII] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So the policy is active. Effective date was [PII], and then, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did
[AGENT][NEUTRAL] OK, uh, is the fax number that's the same as the call back?
[CUSTOMER][NEUTRAL] No, the callback number ends [PII]. I'm sorry, I think I probably did give you the fax number first.
[AGENT][NEUTRAL] Oh, OK, OK, so the fax number is the one, I'm gonna just read it back, make sure I heard it fax number is uh [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, got you, alrighty, and I would just put this to your attention, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'll be it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.