AccountId: 011433970860
ContactId: dda025ba-22f7-4e97-a18d-ed1519fd3fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119919 ms
Total Talk Time (AGENT): 62821 ms
Total Talk Time (CUSTOMER): 35502 ms
Interruptions: 0
Overall Sentiment: AGENT=4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/dda025ba-22f7-4e97-a18d-ed1519fd3fad_20250131T20:09_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to see if you guys um received um a fax from my doctor's office.
[AGENT][POSITIVE] OK, yeah, I'd love to take a look at that for you today. And do you mind if I go ahead and snag that policy number real quick from you?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 022 09419.
[AGENT][POSITIVE] Perfect. And while I'm getting that pulled up, do you mind if I get your name and a good call back number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you. I really appreciate that. And would you be able to verify for me, please, Miss [PII], your date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] I'm just gonna verify some additional information with you real quick that mailing address on file please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then just 2 more, or sorry, just one more thing actually, um, the email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you I really appreciate you going through that verification process with me. It does look like we received a document yesterday, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh, from, I can't tell where it came from yet, but one came in yesterday and it is in process or in queue to be processed. I'm sorry, my words were not coming out right.
[CUSTOMER][NEUTRAL] OK, just confirm if it if it was received. Thank you.
[AGENT][POSITIVE] Right, yeah, absolutely. Anything else I can help you with today, my friend?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Well, you take care and have such a wonderful weekend, Miss [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Bye bye.