AccountId: 011433970860
ContactId: 219077f9-1279-4e7e-8e88-2df5f9312a36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349739 ms
Total Talk Time (AGENT): 57492 ms
Total Talk Time (CUSTOMER): 42120 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/219077f9-1279-4e7e-8e88-2df5f9312a36_20250205T16:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling to get a fax back of benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with the fact of benefit. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] OK. And um where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, Plaza Family Dentistry.
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02579763
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] 531-8002.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let me go ahead and send this out to you I got you on the line. Do you mind holding for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, when I go ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, you can give us a call back and we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] OK, well, thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too uh huh bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.