AccountId: 011433970860
ContactId: cb8500d3-479c-4140-b555-eebf6876db27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91059 ms
Total Talk Time (AGENT): 30253 ms
Total Talk Time (CUSTOMER): 33390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/cb8500d3-479c-4140-b555-eebf6876db27_20250522T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to see if this number had an active plan.
[AGENT][NEUTRAL] OK. Do you have the um policy number for the member?
[CUSTOMER][NEUTRAL] Yes, it is 210.
[CUSTOMER][NEUTRAL] 3620.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Uh, yes, I've got this policy active and effective [PII].
[CUSTOMER][NEUTRAL] OK, can I get a fax back on that?
[AGENT][NEUTRAL] Sure. What is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes, I'll get that sent over. Just give me about 2 minutes. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][NEUTRAL] Bye bye.