AccountId: 011433970860
ContactId: 0e7516a7-d82e-4b48-9582-3c48c71637d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184199 ms
Total Talk Time (AGENT): 47810 ms
Total Talk Time (CUSTOMER): 33191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0e7516a7-d82e-4b48-9582-3c48c71637d9_20250114T18:46_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can I get a fax like a dental benefits please?
[AGENT][NEUTRAL] Yes, ma'am, you can get a faxed back. Um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] 604-284.
[AGENT][NEUTRAL] OK, let me pull in that policy.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII], and if you give me your fax number, I'll send that fax back to you while we're on the phone together.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], how do I spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold while I get that fax back ready for you. I'll be right back.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Miss [PII], I've got that fax on its way to you.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.