AccountId: 011433970860
ContactId: 1c160de2-6096-41e8-9dba-edebd7b90b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103870 ms
Total Talk Time (AGENT): 25409 ms
Total Talk Time (CUSTOMER): 34341 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1c160de2-6096-41e8-9dba-edebd7b90b6c_20250327T16:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Mountain View Dental, and I just need to see if you guys could send me a fax back of eligibility and benefits for a patient.
[AGENT][POSITIVE] I'll be happy to assist with the fax back today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It is 02567909.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that information. One moment please.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, is there gonna be an effective date on the fax back?
[AGENT][NEUTRAL] Um, I did put it on there, but it's [PII].
[CUSTOMER][POSITIVE] OK thank you that should be everything I need thank you so much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right