AccountId: 011433970860
ContactId: ca554653-ec94-43b9-9c1d-d1325cf00432
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128750 ms
Total Talk Time (AGENT): 28390 ms
Total Talk Time (CUSTOMER): 28547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ca554653-ec94-43b9-9c1d-d1325cf00432_20250226T18:18_UTC.wav
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[AGENT][NEUTRAL] Calling API, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, um, I wanted to see if you could send me a fax back of benefits for my patient.
[AGENT][POSITIVE] I'd be happy to assist with the fax back. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] And yeah if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 00622431.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. One moment while I pull up the fax back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What are you gonna say?
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.