AccountId: 011433970860
ContactId: fd0dd3ca-853e-4edd-9ffe-38cb0acc1ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78919 ms
Total Talk Time (AGENT): 36708 ms
Total Talk Time (CUSTOMER): 40401 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/fd0dd3ca-853e-4edd-9ffe-38cb0acc1ef7_20250108T19:39_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII] calling with Doctor Eisen's office, and I was calling to see if I could get a fax of patient benefits please.
[AGENT][NEUTRAL] I can certainly help with the fax. Um, [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is let me jump backwards um.
[CUSTOMER][NEUTRAL] It is 1300694.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. The policy went into effect on [PII]. It is active. Um, now I can go ahead and send that uh fax to you in just a moment. Um, let me see if I can do that. OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Now, is there a callback number I can have in the event that I have problems with the fax? I don't anticipate it, but I just need to, you know, have to ask.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, [PII] no I appreciate it [PII].
[AGENT][POSITIVE] I'll have this for you in just a moment. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, that'll do it. I appreciate your help thank you.
[AGENT][POSITIVE] Mhm. Thanks for contacting AT