AccountId: 011433970860
ContactId: 02c0b58e-67a5-46f1-80e6-b928943ad530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89089 ms
Total Talk Time (AGENT): 27799 ms
Total Talk Time (CUSTOMER): 32123 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/02c0b58e-67a5-46f1-80e6-b928943ad530_20250515T20:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh yes, I'm calling from Bay Shore Smiles. I was just calling to see if there's any way I can get a breakdown of the patient's benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Bring the [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is 02514855.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Uh, I show the policy is active and effective [PII]. Um, I can send a fact back that includes an entire breakdown of the policy or if there's something you need to go over on the phone, we can do that as well.
[CUSTOMER][NEUTRAL] That would be perfect if I could get a fax back.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 2 minutes.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.