AccountId: 011433970860
ContactId: cfb0e8ba-1fa6-455e-bcf0-06e5d94190a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108809 ms
Total Talk Time (AGENT): 35627 ms
Total Talk Time (CUSTOMER): 44750 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/cfb0e8ba-1fa6-455e-bcf0-06e5d94190a9_20250325T17:34_UTC.wav
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[CUSTOMER][NEUTRAL] or something?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was needing to verify coverage and benefits.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It is 580772.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] 51451.
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing benefits?
[CUSTOMER][NEUTRAL] Yes, I was wanting to see if I could get something faxed to me.
[AGENT][NEUTRAL] OK, yes, ma'am. I can fax it to you. What's the fax number?
[CUSTOMER][NEUTRAL] And it is active?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] These
[CUSTOMER][NEUTRAL] OK, it is 325.
[CUSTOMER][NEUTRAL] 673-081-2.
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, let me check one more and see if it's the same.
[CUSTOMER][NEUTRAL] Uh, let's
[CUSTOMER][NEGATIVE] OK, no, it's not OK, that'll be it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon. I'll fax you those benefits.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye.