AccountId: 011433970860
ContactId: 46af085b-0a61-490d-8653-cb6319b41716
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106730 ms
Total Talk Time (AGENT): 43181 ms
Total Talk Time (CUSTOMER): 59209 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/46af085b-0a61-490d-8653-cb6319b41716_20250620T12:38_UTC.wav
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[CUSTOMER][NEUTRAL] Number one, OK, so that's your wait, that's what.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I work at a dental office. I'm calling to get a benefits fax back from a patient.
[AGENT][POSITIVE] OK, I'm happy to give benefits. Give me just a second here.
[CUSTOMER][NEUTRAL] do that.
[AGENT][NEUTRAL] Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh, the policy 02506609. Yeah, so it is.
[AGENT][NEUTRAL] Thank you. And then if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh patient's name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. So patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] And then what is a good fax number to send this to?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey my name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Where is Miss [PII]?
[CUSTOMER][NEUTRAL] She's she's she was.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I apologize. Will you read that back one more time. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] Should we mark attention to anybody on that?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Alright. Give me about 5 minutes to get that over there. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.