AccountId: 011433970860
ContactId: 32572967-5262-4997-81b7-ea19efa878a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111620 ms
Total Talk Time (AGENT): 22480 ms
Total Talk Time (CUSTOMER): 55464 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/32572967-5262-4997-81b7-ea19efa878a3_20250429T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name's [PII]. I'm calling from Boance Falls and Xenia, um, about a patient. Um, he gave us his insurance yesterday, so we were just trying to, uh, get his insurance put in and get the, I don't know if you guys do fax. He said it was a type of insurance that he pays and then, um, he has to get it sent off and then he gets paid back for it.
[AGENT][NEUTRAL] OK, uh, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02579716.
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And then his birthday is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, yeah, I can send a fax back if you want me to send that over. It'll show all the benefits on this dental plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK awesome yes please.
[AGENT][NEUTRAL] Uh, what's your facts?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It'll just take about 5 minutes.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.