AccountId: 011433970860
ContactId: d6fa5de5-72ef-4989-8fda-4cac494ba05a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343600 ms
Total Talk Time (AGENT): 79680 ms
Total Talk Time (CUSTOMER): 63598 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d6fa5de5-72ef-4989-8fda-4cac494ba05a_20250313T18:24_UTC.wav
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[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII] and I'm calling in regards to getting some of, well, excuse me, I called earlier and I was waiting for a fax. Um, I just wanted to see if I did provide the wrong fax number or somebody could refax it for me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, absolutely, Ms. [PII], I can help you with your facts. Um, can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, of course, um, you said the office number correct?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Oh OK, [PII].
[AGENT][NEUTRAL] OK, and then what is the name of the office that you're calling from?
[CUSTOMER][NEUTRAL] Hutchinson Metro Pencil.
[AGENT][NEUTRAL] OK. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] [PII] and policy number 01653197.
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[AGENT][NEUTRAL] I'm checking it now.
[AGENT][NEUTRAL] OK, can you please give me the fax number that you need the fax back sent to?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let me repeat it, make sure I've got it correct. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold and I'm gonna send that fax while we're on the phone together, OK?
[CUSTOMER][POSITIVE] No problem. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Moved her back now we have to reschedule her.
[AGENT][NEUTRAL] OK, Miss [PII], this is [PII] back with you again. I have that fax on its way to you and I'm watching it. So if I get any notification saying that it wasn't sent or your line is busy or something like that, I will resend it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Thank you so much, [PII]. I do appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's no problem at all, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's everything I needed thank you so much again.
[AGENT][POSITIVE] OK, you're welcome you have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too