AccountId: 011433970860
ContactId: 1c784905-641a-4133-a106-bd322fba7831
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78199 ms
Total Talk Time (AGENT): 30288 ms
Total Talk Time (CUSTOMER): 40412 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1c784905-641a-4133-a106-bd322fba7831_20250331T14:30_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling from a dental office and wondered if you could send me a fax of breakdown of benefits for a patient.
[AGENT][NEUTRAL] I can help with the fax. What's that policy number, please?
[CUSTOMER][NEUTRAL] It is her subscriber ID is 02283376.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII]
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have while I'm getting this?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Uh, first of all, our policy went into effect on [PII]. It is active. Um, what is your fax number please, [PII], so I can send that to you.
[CUSTOMER][NEUTRAL] It is, sure, thank you. It is [PII].
[AGENT][POSITIVE] OK, thank you. I'll have this for you in just a moment. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Nope you have a wonderful day and thank you for your help.
[AGENT][POSITIVE] OK, thanks for contacting AP have