AccountId: 011433970860
ContactId: d5466754-cec4-4b8e-ba98-c654c236c7d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96669 ms
Total Talk Time (AGENT): 16890 ms
Total Talk Time (CUSTOMER): 44292 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d5466754-cec4-4b8e-ba98-c654c236c7d9_20250212T20:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], um, I just spoke, um, to Ms. [PII] in your department. Um, I think she said she was trying to, she was sending me a fax of eligibility and benefits for two mutual patients, but, um, I keep getting calls, I guess the fax is coming to our, our phone number but not the fax machine, so I was just calling to see if she, if you can go ahead and just resend that to the correct fax number.
[AGENT][NEUTRAL] Sure. What's that policy number?
[CUSTOMER][NEUTRAL] Uh, that is going to be 02538511.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's for [PII], um, [PII], and it's also for [PII] [PII].
[AGENT][NEUTRAL] Alright, and what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, you should receive that within the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, no, no, ma'am, that is it, thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Right