AccountId: 011433970860
ContactId: 1925b8a4-2047-4507-bd12-388fc1636739
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92400 ms
Total Talk Time (AGENT): 46844 ms
Total Talk Time (CUSTOMER): 24150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/1925b8a4-2047-4507-bd12-388fc1636739_20250213T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was hoping to get a fax back of a patient's dental benefits.
[AGENT][NEUTRAL] Sure, I can send a fax back to you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 616-5557
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, so the policy is active. Effective date was [PII]. Um, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and what I just put this to your attention, [PII]?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] OK, alright, I will go ahead and get that sent to you now. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.