AccountId: 011433970860
ContactId: d8e99035-d6d2-4b09-b5cc-07f795436eea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106489 ms
Total Talk Time (AGENT): 50713 ms
Total Talk Time (CUSTOMER): 38507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d8e99035-d6d2-4b09-b5cc-07f795436eea_20250228T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Family Smiles, and I was calling to see if I could get a fax back of benefits for a patient.
[AGENT][NEUTRAL] Sure, I can send a fax back to you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it'll be [PII].
[CUSTOMER][NEUTRAL] 682 1.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's gonna be 018.
[CUSTOMER][NEUTRAL] 85828.
[AGENT][NEUTRAL] OK. And then, uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, it's gonna be for [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active, uh, effective date was [PII]. And uh let's see, what was that uh fax number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, alrighty, I will get that sent to you. You should get it here in maybe 10-15 minutes depending on how busy your machine is, and this was for [PII], correct?
[CUSTOMER][POSITIVE] OK, correct.
[AGENT][NEUTRAL] OK, alright, I will get that sent. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was gonna be it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.