AccountId: 011433970860
ContactId: e2dcb1d8-691e-4f24-9f84-262f32b05f6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208169 ms
Total Talk Time (AGENT): 54747 ms
Total Talk Time (CUSTOMER): 33923 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e2dcb1d8-691e-4f24-9f84-262f32b05f6f_20250505T14:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I called just a few minutes ago and requested a fax and then I realized that I gave our phone number and not our fax number.
[AGENT][NEUTRAL] Oh no, is this Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, no, this is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, I'm sorry. All right.
[CUSTOMER][NEUTRAL] I didn't speak with you. I spoke with someone. Yes, that's OK.
[AGENT][NEUTRAL] OK, and uh Ms. [PII], what is the patient's, uh, policy number?
[CUSTOMER][NEUTRAL] 586-401
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For, uh, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you provide for me her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am. All right, let me look at it real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can get that over to you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] It's gonna be just
[AGENT][POSITIVE] One moment I'm gonna put you um can you give me your uh fax number real quick and as soon as I got it on its way I'll get right back to you.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I'll be, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. You have a good week and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye.
[AGENT][NEUTRAL] Bye-bye.