AccountId: 011433970860
ContactId: d4ff76fc-ad1a-4309-a39b-67ac590b16b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101980 ms
Total Talk Time (AGENT): 33879 ms
Total Talk Time (CUSTOMER): 51708 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d4ff76fc-ad1a-4309-a39b-67ac590b16b6_20250304T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just wondering if I could get a um list of benefits information faxed over to our clinic for a patient of ours.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Is that with [PII] or [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] To, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I please have a callback number and then the fax number?
[CUSTOMER][NEUTRAL] It is [PII] and then hitting option two to get back to the front desk.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax number.
[CUSTOMER][NEUTRAL] And then the fax number is it is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] No, you don't
[CUSTOMER][NEUTRAL] The policy number is 02596656.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] OK, and I did pull that member up and thank you so much, [PII] for verifying the policy. I will get that fax back submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] No, no thank you.
[AGENT][POSITIVE] Well I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you thank you you too alright bye bye.