AccountId: 011433970860
ContactId: 362a447d-1f5c-49f3-beaa-ddb6d9f5306e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76709 ms
Total Talk Time (AGENT): 28569 ms
Total Talk Time (CUSTOMER): 29436 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/362a447d-1f5c-49f3-beaa-ddb6d9f5306e_20250220T15:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm calling to get a fax back for dental benefits for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're requesting to fax back for?
[CUSTOMER][NEUTRAL] Sure, 02148071.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], what is your fax number that you're requesting to fax back to be sent over for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, [PII], is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that'll do it.
[AGENT][POSITIVE] Alright, I'm gonna send this over for you by fax. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.