AccountId: 011433970860
ContactId: de1cf54a-3002-4631-ab1c-797b299cef85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268420 ms
Total Talk Time (AGENT): 55105 ms
Total Talk Time (CUSTOMER): 43241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/de1cf54a-3002-4631-ab1c-797b299cef85_20250107T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I was just calling to see if I could get a breakdown or a fax back of benefits patients or patients benefits.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's OK, um, sure, if it's for the call, I can send you a fax back. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02563127.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is, let's see here, [PII] and name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and let's see, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So it's the same number as the phone number?
[CUSTOMER][NEUTRAL] Oh no, our phone number is different. I'm sorry I gave you the wrong one.
[AGENT][NEUTRAL] Yeah, it's fine.
[AGENT][NEUTRAL] OK, so the [PII] is the fax.
[CUSTOMER][NEUTRAL] The fax, yes.
[AGENT][NEUTRAL] Oh, OK. All right. um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Nope, that's fine.
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Nope, that should be it for today.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Yeah, and that's