AccountId: 011433970860
ContactId: e1f1303a-d561-43e2-ac0e-d6c8f34f74a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65809 ms
Total Talk Time (AGENT): 26526 ms
Total Talk Time (CUSTOMER): 26658 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/e1f1303a-d561-43e2-ac0e-d6c8f34f74a3_20250311T15:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm just calling. I was hoping to get a fax of a plan breakdown for a patient of mine.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and the number is [PII].
[AGENT][NEUTRAL] And then what is the fax number that you're requesting this information to be sent over to?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] And can I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 0245677777.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're requesting to fax for being.
[CUSTOMER][NEUTRAL] Yes, it is [PII] and it's [PII].
[AGENT][POSITIVE] Thank you. So I'm gonna send this over for you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks. Goodbye.