AccountId: 011433970860
ContactId: 04537228-267b-4a02-a95a-3bccdcd4b595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123980 ms
Total Talk Time (AGENT): 40773 ms
Total Talk Time (CUSTOMER): 35131 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/04537228-267b-4a02-a95a-3bccdcd4b595_20250528T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII] and I'd like to confirm dental benefits for the patient that's coming in.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, that's gonna be [PII].
[AGENT][NEUTRAL] OK. And do you have the uh policy number over?
[CUSTOMER][NEUTRAL] Uh yes, I've got 02344637.
[AGENT][NEUTRAL] One moment while I look it up.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that's gonna be for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And were you wanting a fax back?
[CUSTOMER][POSITIVE] Oh yes, please, if that's possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And what's a good fax number?
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII].
[AGENT][NEUTRAL] OK, that's [PII], correct?
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][NEUTRAL] Alright, you can expect that in about
[AGENT][NEUTRAL] 10 minutes, is that right?
[CUSTOMER][POSITIVE] That's alright, thank you very much. Uh, I think that will be all. You have a wonderful day. Goodbye.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye