AccountId: 011433970860
ContactId: 177ec664-e5ba-4612-9bbd-5089f64885bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85879 ms
Total Talk Time (AGENT): 34333 ms
Total Talk Time (CUSTOMER): 29877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/177ec664-e5ba-4612-9bbd-5089f64885bb_20250522T14:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] over here, um, Doctor [PII]'s office. I'm trying to get a breakdown of a patient's dental benefits.
[AGENT][NEUTRAL] OK, I can help you with dental benefits. Um, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And policy number for that patient?
[CUSTOMER][NEUTRAL] 00618511
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] I've got the policy active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines all of the policy, um, or if we need to go over, OK, that's your fax.
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] No, just the fax would be fine. [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me about 2 minutes and then, um, that'll be uh received your way.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] Alright thank you so much have a good day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] OK