AccountId: 011433970860
ContactId: 29a6e868-adad-4943-812f-b03b07c04a7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136830 ms
Total Talk Time (AGENT): 23604 ms
Total Talk Time (CUSTOMER): 73080 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/29a6e868-adad-4943-812f-b03b07c04a7e_20250512T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. um, I am calling from a provider's office just needing like a dental fax bag.
[AGENT][NEUTRAL] OK, [PII], I can help you with the fax back. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] And you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Um, yes, let me get back over there real quick.
[CUSTOMER][NEUTRAL] You got a picture.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, it is 262-272-9.
[CUSTOMER][NEUTRAL] May I
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure, yeah, [PII], uh, yeah, so what our first initial step is.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] we do recommend if you wanna opt into.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] OK perfect and then um are you able to tell me if there's any waiting periods on this policy?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Things then they're all in one setting. It's just that first visit that we don't guarantee.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Uh, let me pull that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] Yeah, that's correct, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] The donuts?
[AGENT][NEUTRAL] Uh, no, there's no waiting periods.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then are you able to see if there's any missing tooth gloves? I'm sorry.
[AGENT][NEUTRAL] Yes there is.
[CUSTOMER][NEUTRAL] There is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect alrighty that's all I need and then I'll just wait for that fax thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you.