AccountId: 011433970860
ContactId: dbd1909b-7585-4605-b06e-f622bd47b531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94199 ms
Total Talk Time (AGENT): 44153 ms
Total Talk Time (CUSTOMER): 35539 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/dbd1909b-7585-4605-b06e-f622bd47b531_20250307T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I'm calling because I was trying to see if I could get a fax of a breakdown of benefits for, uh, a patient.
[AGENT][NEUTRAL] OK, I'm happy to send a fax back. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 617-707.
[AGENT][POSITIVE] All right, thank you. Let me pull this up.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name, please?
[CUSTOMER][NEUTRAL] Yes ma'am my name is [PII].
[AGENT][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name and date of birth is gonna be.
[CUSTOMER][NEUTRAL] Miss [PII] and then her last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you so much. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] And then what is a good fax number to send this over to?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, just to confirm, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. That should be there in about 5 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No ma'am, that's gonna be all.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a good one, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye bye.