AccountId: 011433970860
ContactId: eccc75f2-70f7-4ce1-92ee-dfc5e99fd38c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226220 ms
Total Talk Time (AGENT): 54950 ms
Total Talk Time (CUSTOMER): 45090 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/eccc75f2-70f7-4ce1-92ee-dfc5e99fd38c_20250310T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Doctor [PII]'s office. I need to get some benefits, uh, faxed over on my patient.
[AGENT][NEUTRAL] OK, I can help you with um benefits and getting you that fax. Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And for the.
[CUSTOMER][NEUTRAL] Um, policy number is 02558147.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][POSITIVE] And if you can give me that fax number, I'll get that fax back right to you.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, Miss [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back. Thank you so much.
[CUSTOMER][POSITIVE] That's not a problem.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, I think we're good.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye.