AccountId: 011433970860
ContactId: c83d430c-85d4-4da6-9774-bc0358cf3a74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101940 ms
Total Talk Time (AGENT): 47952 ms
Total Talk Time (CUSTOMER): 37175 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c83d430c-85d4-4da6-9774-bc0358cf3a74_20250410T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to see if I can get a benefits faxed back for a patient.
[AGENT][NEUTRAL] Sure, yeah, I can send a fax back to you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02485930.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII].
[AGENT][NEUTRAL] Of course this policy is active. Effective date was [PII] and what was that fax number for you?
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will go ahead and get this sent to you. You should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK perfect no that was it thank you.
[AGENT][POSITIVE] Of course yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.