AccountId: 011433970860
ContactId: ed9a3ba8-80de-4612-a029-b438edafbbdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93699 ms
Total Talk Time (AGENT): 33941 ms
Total Talk Time (CUSTOMER): 43880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ed9a3ba8-80de-4612-a029-b438edafbbdf_20250318T19:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was wondering, do you guys do fax back of benefits or do I have to get it over the phone?
[AGENT][NEUTRAL] Yes, ma'am. I can fax them to you. And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] It is 775405.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing a effects back at the benefits.
[CUSTOMER][POSITIVE] I do, yes, please.
[AGENT][NEUTRAL] OK, I can fax them to you. What's your fax number?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, just one question, do you know if this plan has implant coverage by chance?
[AGENT][NEGATIVE] No, ma'am, it does not.
[CUSTOMER][POSITIVE] OK OK perfect all right, that is all thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.