AccountId: 011433970860
ContactId: 2ea2e272-989a-4335-b239-04fe29a61f69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145070 ms
Total Talk Time (AGENT): 35550 ms
Total Talk Time (CUSTOMER): 41548 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/2ea2e272-989a-4335-b239-04fe29a61f69_20250411T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling from the dental care center. I was calling to try to get a fax back of benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 02567186.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And do you just need to fax back, is that all?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] OK, just give me about 2 minutes and you'll get that fax back.
[CUSTOMER][NEUTRAL] I do have a quick question. Can you tell me if this patient has any history on file?
[AGENT][POSITIVE] Yeah, absolutely. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, so it looks like uh she's not used anything to date.
[CUSTOMER][NEUTRAL] She hasn't used anything. um, does she have history for panel?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Do you by chance know that code?
[CUSTOMER][NEUTRAL] It's 0330.
[AGENT][NEUTRAL] Uh, don't show that on file. No, no history.
[CUSTOMER][POSITIVE] Oh, all right, that's all I needed. Thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too.