AccountId: 011433970860
ContactId: 259aab3c-678d-40cb-9e4d-fba98f4fc37e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92970 ms
Total Talk Time (AGENT): 29458 ms
Total Talk Time (CUSTOMER): 26522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/259aab3c-678d-40cb-9e4d-fba98f4fc37e_20250115T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a provider's office and I need to get a fax of benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And is it, are you calling from a dental provider's office?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] It is going to be 023.
[CUSTOMER][NEUTRAL] 96579.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that. And what's your fax number, uh, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so you should have the schedule of benefits within the next 5 minutes. And did you have any other questions?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.