AccountId: 011433970860
ContactId: fd159225-60a1-467e-add5-9f0145318a88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82370 ms
Total Talk Time (AGENT): 27290 ms
Total Talk Time (CUSTOMER): 32630 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/fd159225-60a1-467e-add5-9f0145318a88_20250303T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Who am I calling?
[AGENT][NEUTRAL] You're, you called American Public Life.
[CUSTOMER][NEUTRAL] OK, can I get a fax back for a patient?
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and then call back is [PII] I'm sorry [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh.
[CUSTOMER][NEUTRAL] 02330438
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you were needing a fax back?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so for this member it is showing that they're no longer active with us. Term date is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, let me go ahead and let them know thank you.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.