AccountId: 011433970860
ContactId: 2744c052-64b4-4a51-b692-35d60bb37179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258940 ms
Total Talk Time (AGENT): 59591 ms
Total Talk Time (CUSTOMER): 52458 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/2744c052-64b4-4a51-b692-35d60bb37179_20250225T20:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. My name is [PII] and I'm calling with Dental Care Flora. I wanted to see if I could get a fax back.
[CUSTOMER][NEUTRAL] Um, for [PII] for um a patient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, you can get a fax back Miss [PII]. um, can I please get uh your call back number ma'am just in case our call is disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what was the name of the office you were calling from again, please?
[CUSTOMER][NEUTRAL] Dental care of Flora.
[AGENT][NEUTRAL] OK, thank you. And then what's the patience?
[AGENT][NEUTRAL] Name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII] and the um number is 602256.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy and her effective date is [PII], and if you can give me your fax number, I'll send that fax back to you with the benefits and fee schedule.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Ms. [PII], while I get that fax back ready and I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] you're very welcome. Thank you for calling APL, and you have a blessed rest of your week.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.