AccountId: 011433970860
ContactId: 17fc73db-205f-4049-8400-9c97f4f5a016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129690 ms
Total Talk Time (AGENT): 52235 ms
Total Talk Time (CUSTOMER): 49131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/17fc73db-205f-4049-8400-9c97f4f5a016_20250210T23:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Creswell Clinic Dentistry. I'm trying to get a fax of dental benefits on a patient.
[AGENT][NEUTRAL] OK, and [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 617,340.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I'm sorry, what was that?
[AGENT][NEUTRAL] Verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Uh, see this plan. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said the policy number is 617,340? Oh, no wonder I put in the wrong number.
[CUSTOMER][NEUTRAL] I'm double checking.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Oh, I put in the wrong number. OK.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Yeah, 617-340 is what I have.
[AGENT][NEUTRAL] OK. OK, and what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will fax this over to you in a few moments.
[CUSTOMER][POSITIVE] Thank you and what was your name?
[AGENT][NEUTRAL] Uh, [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You are welcome. Have a great night.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.