AccountId: 011433970860
ContactId: 22689b0b-98ca-470e-8d68-ffaf833cc67f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241710 ms
Total Talk Time (AGENT): 62124 ms
Total Talk Time (CUSTOMER): 43480 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/22689b0b-98ca-470e-8d68-ffaf833cc67f_20250603T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi [PII], yes ma'am, I called earlier trying to get um benefits on a patient and they were supposed to be faxing it, but I have still yet to receive the fax.
[AGENT][NEUTRAL] OK. Um, well, I'm assuming for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what is your name and that policy number, please?
[CUSTOMER][NEUTRAL] Um, it's gonna be for [PII]. The policy number is 02613959. Alright let's see.
[AGENT][NEUTRAL] OK, thank you, ma'am. And your name is?
[CUSTOMER][NEUTRAL] [PII] I don't have to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Ms. [PII], verify his date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I got TM one Mr. that be all right.
[AGENT][NEUTRAL] It looks like uh fax number is [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me check with that, uh, rep and see if they've already sent it out. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, let's see what she says. If not, I'll send it. um, let me see which one you have.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Effective for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I haven't heard from her yet, but I just sent it off to you, so hopefully you should receive it in a few moments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] All right, if you don't receive it again just give us a call back.
[CUSTOMER][NEUTRAL] OK, I sure will.
[AGENT][POSITIVE] All right. Well, thank you so much and you have a great rest of your day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.