AccountId: 011433970860
ContactId: 431bf4dc-1d62-4538-963a-6c138e9fdbd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92830 ms
Total Talk Time (AGENT): 41390 ms
Total Talk Time (CUSTOMER): 38497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/431bf4dc-1d62-4538-963a-6c138e9fdbd6_20250211T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental provider's office. Do you offer, um, fax backs for breakdowns of benefits?
[AGENT][POSITIVE] Absolutely, yes, I can get a fax back sent to you. Uh, let's see, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] OK cool
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then uh do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah it is 021-954-89.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy number you gave me actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active with us. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, that's fine I'll give him a call and let him know.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] That'll do it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.