AccountId: 011433970860
ContactId: 21d79436-0395-4c30-ba43-d1ac480e121a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93339 ms
Total Talk Time (AGENT): 48358 ms
Total Talk Time (CUSTOMER): 28321 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/21d79436-0395-4c30-ba43-d1ac480e121a_20250219T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, am I able to get a fax back of dental benefits for a patient?
[AGENT][POSITIVE] Yes, I can send that to you. And your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I have the group number and I have the patient's social.
[AGENT][NEUTRAL] Um, let's see. What's the, is the patient also the policyholder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's that social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, excuse me, sorry, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, Miss. OK, so it's [PII]. OK, and what is your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will send this over to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] Awesome. Well, uh thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.