AccountId: 011433970860
ContactId: d4eee6e7-0842-4357-af48-6ab8ac00182b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93830 ms
Total Talk Time (AGENT): 22308 ms
Total Talk Time (CUSTOMER): 49002 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d4eee6e7-0842-4357-af48-6ab8ac00182b_20250428T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, yes, I was calling to get the insurance benefits, uh, faxed for a patient.
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the policy number is 02616925.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Patient name is [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] And can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK, so my.
[CUSTOMER][NEUTRAL] My name is [PII]. A good call back number is [PII].
[CUSTOMER][NEUTRAL] And what you described to me it sounds like it could possibly be.
[AGENT][NEUTRAL] OK, and then what is your fax number?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, [PII]. I'm sorry, what were the last four?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Of course. OK, I don't have anything available for tomorrow. I'm fully booked.
[AGENT][POSITIVE] OK, I will get that faxed over. It just takes about 5 minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Some of the walk
[CUSTOMER][NEUTRAL] No thank you that's everything I needed.
[AGENT][POSITIVE] OK, well, thank you for calling APL call and I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you very much bye.