AccountId: 011433970860
ContactId: 3655134e-fc3b-4f52-b1c4-007072faa8c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96059 ms
Total Talk Time (AGENT): 38908 ms
Total Talk Time (CUSTOMER): 34410 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/3655134e-fc3b-4f52-b1c4-007072faa8c2_20250204T14:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Morris Chapel Dentistry. How are we doing this morning?
[AGENT][NEUTRAL] I'm doing fine. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] How are you doing this morning?
[CUSTOMER][POSITIVE] Doing pretty good.
[AGENT][NEUTRAL] Do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] 02587866
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and were you needing benefits or claim status?
[CUSTOMER][POSITIVE] Benefits please.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Fax back please.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day and I'll fax you those benefits.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.