AccountId: 011433970860
ContactId: 0c4446e4-7e6d-4845-9706-e7252eb87a47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142619 ms
Total Talk Time (AGENT): 49099 ms
Total Talk Time (CUSTOMER): 72479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0c4446e4-7e6d-4845-9706-e7252eb87a47_20250107T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII], and I am trying to get a copy of the [PII] schedule, um.
[AGENT][NEUTRAL] OK, um, what is your callback number before we're disconnected please, [PII]?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. What is the policy number please for the patient?
[CUSTOMER][NEUTRAL] Oh, I don't have a patient. Do I need that? I'm just calling from a dental office. We just wanted to get updated, uh, [PII] the schedule.
[AGENT][NEUTRAL] Yes, I need a patient's name.
[CUSTOMER][NEUTRAL] OK, let me get one. That's OK. Let me go pull one up really quick. I'm trying to think if I, uh, let's see.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Let me get one really fast. Well, it's not fast. It depends on fast the computer goes, huh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see, let me see where is uh.
[CUSTOMER][NEUTRAL] Alright let me see, OK.
[CUSTOMER][NEUTRAL] And what you need is the patient's name?
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] I, I, I, I don't want to move right now.
[CUSTOMER][POSITIVE] Alrighty, let me get in there.
[CUSTOMER][NEUTRAL] OK, her policy number is 00615099.
[AGENT][NEUTRAL] OK, and this will be specific to her, of course. 110. OK, thank you and verify her name and date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much. And what is your fax number, please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me just repeat, you're calling to request a fee schedule for the patient to be faxed to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I will get that faxed right over to you. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] No, ma'am, that's all I needed. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.