AccountId: 011433970860
ContactId: 0cd81695-8a06-4f72-8f52-e23925486dfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90010 ms
Total Talk Time (AGENT): 37938 ms
Total Talk Time (CUSTOMER): 38974 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0cd81695-8a06-4f72-8f52-e23925486dfc_20250604T21:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, is it pay, uh huh.
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Creswell Clinic dentistry at [PII]. I am calling to request a fax of dental benefits on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 718296
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, [PII], I'm looking at the wrong trial. OK, uh, yes, I can send you a fax back. What is that fax number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] All right, well thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.