AccountId: 011433970860
ContactId: e93c2c0a-11a2-4b23-9b3e-e46436942de0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76959 ms
Total Talk Time (AGENT): 21742 ms
Total Talk Time (CUSTOMER): 36066 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e93c2c0a-11a2-4b23-9b3e-e46436942de0_20250425T16:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to see about a fax of benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] OK. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, and you have the policy number of the patient, sir?
[CUSTOMER][NEUTRAL] Um, I believe so 021-52747.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're needing a facts back or you had questions on it?
[CUSTOMER][NEUTRAL] No, I need a fax back.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 221 7.
[CUSTOMER][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes about 5 minutes. And can I help with anything else today?
[CUSTOMER][POSITIVE] No, ma'am, that was everything thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.