AccountId: 011433970860
ContactId: 38fa3490-de58-4546-b551-bcbdf9e97615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95139 ms
Total Talk Time (AGENT): 38309 ms
Total Talk Time (CUSTOMER): 31348 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/38fa3490-de58-4546-b551-bcbdf9e97615_20250512T18:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Hi, I needed to um get an updated um patient benefit summary please.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] 02361942
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, it's for the [PII] birthday is [PII].
[AGENT][NEUTRAL] OK, and this is for dental, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and what's that fax number? I can send you fax back information if you like.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.