AccountId: 011433970860
ContactId: caa1d08d-516b-421a-8de9-c7e5c8d83e8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191649 ms
Total Talk Time (AGENT): 49890 ms
Total Talk Time (CUSTOMER): 33747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/caa1d08d-516b-421a-8de9-c7e5c8d83e8e_20250114T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I was wondering if I could get a fax back of benefits.
[AGENT][NEUTRAL] Yes, ma'am, you can. Can I get your name and your callback number, please?
[CUSTOMER][NEUTRAL] Uh, [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]. Last name is [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02504682
[AGENT][NEUTRAL] OK, let me pull that policy in for us.
[AGENT][NEUTRAL] OK, I do show that Samsung does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And if you give me your call back number I mean sorry, your fax number, I will get that faxed to you while we're on the phone together.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] 426.
[CUSTOMER][NEUTRAL] 323-0.
[AGENT][NEUTRAL] OK Ms. [PII] I'm gonna put you on a brief hold while I get that faxed together for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I have that on its way to you.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're very welcome you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thanks bye.