AccountId: 011433970860
ContactId: 418cf0e6-b0a5-46fd-84be-e57f564e701b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289940 ms
Total Talk Time (AGENT): 63442 ms
Total Talk Time (CUSTOMER): 61141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/418cf0e6-b0a5-46fd-84be-e57f564e701b_20250114T23:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Hi, I'm calling from Dental Dreams, um, just wanted to know if you were able to fax back some information.
[AGENT][NEUTRAL] OK, I can send you a fax back. Can you please give me your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the, uh, patient's last name is [PII] sorry, [PII]
[AGENT][NEUTRAL] OK. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, let me double check because I, let me see, give me one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is, hold on.
[CUSTOMER][NEUTRAL] It's 02045164.
[AGENT][NEUTRAL] OK, that's 02045164, is that correct? OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK. I do show that um.
[AGENT][NEUTRAL] [PII], I think it's how you say it, has an active policy. His effective date is, I'm sorry, her effective date is [PII], and if you give me your fax number, I'll get that fax back right to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good. It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on hold while I send the fax to you and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, it's the I've got that on its way to you now. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] You're welcome. You have a good night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.