AccountId: 011433970860
ContactId: 1320c081-0962-4e82-85a5-a96cb242cea1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78889 ms
Total Talk Time (AGENT): 40916 ms
Total Talk Time (CUSTOMER): 26186 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1320c081-0962-4e82-85a5-a96cb242cea1_20250318T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get a fax of dental benefits on a patient.
[AGENT][POSITIVE] OK, I'm happy to send a fax back with a breakdown of benefits today. Do you have that patient policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 614347
[AGENT][POSITIVE] All right. Thank you for that. And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] 7, I'm sorry. [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Patient is active. The effective date if you need that is [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then what is a good fax number to send the fax back to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right, that's on its way. Should be there in about 5 minutes.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.