AccountId: 011433970860
ContactId: 1250e130-204a-4f84-a025-9ce0dcbc5a54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145440 ms
Total Talk Time (AGENT): 50490 ms
Total Talk Time (CUSTOMER): 42141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/1250e130-204a-4f84-a025-9ce0dcbc5a54_20250410T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling from a dental office. I'm just trying to see if I can get a fax back of benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with that. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure it's gonna be [PII].
[AGENT][POSITIVE] Thank you and could I get your name one more time?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], OK, thank you, [PII]. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, the one I'm looking at here is gonna be 02571797.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, this is for [PII], and that is gonna be uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much for verifying her account and you did say you'd like a fax back?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, let me get the information and I will get that over to you.
[AGENT][NEUTRAL] My diet.
[AGENT][NEUTRAL] And [PII], would I be sending this to your attention?
[CUSTOMER][POSITIVE] Uh, yes, yeah, that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][POSITIVE] OK, it is on its way. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that should be it. Thank you very much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.