AccountId: 011433970860
ContactId: 0409b518-bab7-41a8-a7db-fa2fcddf246d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310649 ms
Total Talk Time (AGENT): 53428 ms
Total Talk Time (CUSTOMER): 70240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0409b518-bab7-41a8-a7db-fa2fcddf246d_20250127T16:27_UTC.wav
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[CUSTOMER][NEUTRAL] I'll get that for you. I'm, I have to figure out.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I need a full dental breakdown, uh, benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Fairview Family Dental.
[AGENT][POSITIVE] Thank you, Miss [PII] and what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][POSITIVE] It is. I'm so sorry I'm out of it right now.
[CUSTOMER][NEUTRAL] Let me go grab it quick.
[AGENT][NEUTRAL] That's OK it's Monday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see, OK, 921 of 90.
[AGENT][NEUTRAL] Thank you. And then her policy number, please?
[CUSTOMER][NEUTRAL] The what number?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] It is 02458782.
[AGENT][NEUTRAL] OK, let me pull that in for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you can give me your fax number, I'll send that fax to you while we're on the phone together.
[CUSTOMER][POSITIVE] Perfect. OK, our fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that together for you and get it and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good week calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Oh yes, very.
[AGENT][NEUTRAL] Mhm bye bye Miss [PII].