AccountId: 011433970860
ContactId: e33cac75-6584-4df6-a0b0-6eb4f48035ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110730 ms
Total Talk Time (AGENT): 43185 ms
Total Talk Time (CUSTOMER): 32904 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e33cac75-6584-4df6-a0b0-6eb4f48035ec_20250113T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to see if I can get a benefit breakdown faxed over for a patient.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, let's see, 656.
[CUSTOMER][NEUTRAL] 537.
[AGENT][NEUTRAL] And what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, so I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] And this policy is active at this time for [PII], and we can have this schedule over to you within the next 5 to 7 minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's gonna be about maybe 6 or 7 pages including the cover sheet, so it's pretty detailed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you for calling APL. Have a good day, uh, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.