AccountId: 011433970860
ContactId: f60b3a2a-2ad9-484f-bad0-df3d4e88c895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98169 ms
Total Talk Time (AGENT): 32930 ms
Total Talk Time (CUSTOMER): 44299 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f60b3a2a-2ad9-484f-bad0-df3d4e88c895_20250326T17:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi yes my name is [PII].
[CUSTOMER][NEUTRAL] I was calling to see if I can get a fax back of benefits.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number that you're requesting information for?
[CUSTOMER][NEUTRAL] No, of course it is a direct line at [PII].
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] Would it be like the policy or certificate?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, it'd be 02596162.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] sorry, and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your fax number that you're requesting this information to be sent over to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, on the facts, is their history?
[AGENT][NEUTRAL] No, the member has no history on file. He has not utilized any of his benefits since the policy became effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect and that would be all for today.
[AGENT][POSITIVE] Thanks for calling APO have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.