AccountId: 011433970860
ContactId: 3f489e9d-0196-4344-a296-827ba9a8dbfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83139 ms
Total Talk Time (AGENT): 37708 ms
Total Talk Time (CUSTOMER): 31857 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/3f489e9d-0196-4344-a296-827ba9a8dbfd_20250207T23:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with the Shore Dental North Hollywood. I'm just calling to get eligibility and benefits faxed over for a patient.
[AGENT][POSITIVE] All right, I'm happy to help. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy certificate number is 01237011.
[AGENT][POSITIVE] All right, thank you so much, [PII]. Let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is gonna be [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's a good fax number to send this to?
[CUSTOMER][NEUTRAL] The fax number would be [PII].
[AGENT][NEUTRAL] Alright, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I'm sending that now, should be there in about 5 minutes. Is there anything else I can help with?
[CUSTOMER][POSITIVE] Oh no, that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.