AccountId: 011433970860
ContactId: 12383e64-fa1b-4ad3-bf60-cae5a0002140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87980 ms
Total Talk Time (AGENT): 43909 ms
Total Talk Time (CUSTOMER): 29802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/12383e64-fa1b-4ad3-bf60-cae5a0002140_20250619T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from a dental office and I wanted to see if y'all can do a fax pack of dental benefits.
[AGENT][NEUTRAL] Yeah, I can send a fax back to you. uh, [PII], can I take a callback number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have, yeah, um, I have 02579755.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII] and what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent now. Uh, should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] No ma'am, I'll wait on the fax thank you.
[AGENT][POSITIVE] All right sounds good thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.