AccountId: 011433970860
ContactId: e4fa99fe-16ab-421c-8a9d-962319aad950
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89440 ms
Total Talk Time (AGENT): 33401 ms
Total Talk Time (CUSTOMER): 48106 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e4fa99fe-16ab-421c-8a9d-962319aad950_20250204T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanted to see if I could get benefits um on a patient.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes ma'am my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, now would that be the the subscriber number same thing?
[AGENT][NEUTRAL] Yes, uh-huh, it should be.
[CUSTOMER][NEUTRAL] OK, OK, it's yes ma'am, OK, 00651977.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, it's, uh, [PII].
[AGENT][NEUTRAL] And what's the name?
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, is there any way I can get them faxed to me?
[AGENT][NEUTRAL] Yes, ma'am. I can fax them to you. What is your fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'll fax them to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you, no, ma'am, that was all thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye