AccountId: 011433970860
ContactId: e672ca6a-4593-4bc0-88ec-1d5c7381a845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90309 ms
Total Talk Time (AGENT): 31248 ms
Total Talk Time (CUSTOMER): 36779 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e672ca6a-4593-4bc0-88ec-1d5c7381a845_20250307T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling, excuse me. Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hey [PII], this is [PII]. Um, I called probably about 1.5, 2 hours ago. I was trying to get a fax back. It still hasn't came through.
[AGENT][NEUTRAL] OK, may I please have the policy number?
[CUSTOMER][NEUTRAL] 604-472.
[AGENT][NEUTRAL] And may I have the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And that the patient as well?
[CUSTOMER][NEUTRAL] It is, yes.
[AGENT][NEUTRAL] OK, and may I please have a callback number and the fax number?
[CUSTOMER][NEUTRAL] It's call back is [PII].
[CUSTOMER][NEUTRAL] Fax [PII].
[AGENT][NEUTRAL] And you're just needing the fax back submitted over for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I need to see schedules what I'm looking for.
[AGENT][NEUTRAL] OK. I will.
[CUSTOMER][NEUTRAL] And the breakdown if I have one.
[AGENT][POSITIVE] OK, I'll get that submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that is everything. I appreciate it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye.