AccountId: 011433970860
ContactId: 0f5d70c6-9a93-4e60-a756-6e8e6024b279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175860 ms
Total Talk Time (AGENT): 47856 ms
Total Talk Time (CUSTOMER): 45871 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0f5d70c6-9a93-4e60-a756-6e8e6024b279_20250204T20:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], um, I was just calling. I had called and spoke with somebody earlier today requesting a fax for dental benefits, um, and I have not received that. Um, do those usually go out pretty quickly?
[AGENT][NEUTRAL] Yes ma'am, they should go out as soon as they get off the phone. What was your name?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have that policy number?
[CUSTOMER][NEUTRAL] 01246519
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and someone was supposed to fax you a fax back a benefit and you haven't received it, I can fax you one. What's your fax number?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment, I'll fax it right now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] While we're on the phone, so my phone won't ring again.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I just faxed it, so you should be getting it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you don't get it, give, give me a call back. My name's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, all right, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.