AccountId: 011433970860
ContactId: 14780be8-593c-479f-8522-10fb05e0a435
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89339 ms
Total Talk Time (AGENT): 44502 ms
Total Talk Time (CUSTOMER): 35938 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/14780be8-593c-479f-8522-10fb05e0a435_20250409T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling with Aspen Dental. I have a patient in the office. I'm trying to get a fax back a benefits for, please.
[AGENT][NEUTRAL] Of course I can send a fax back to you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 01638272.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh-huh. [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII]. And what was that fax number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[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] Sure.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty, I will get that sent to you now. I should get it here within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome thank you so much. No thanks have a great day.
[AGENT][POSITIVE] All right awesome thank you you too bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.