AccountId: 011433970860
ContactId: 46bd4eb6-ae83-4482-984d-17e917971af3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143440 ms
Total Talk Time (AGENT): 64732 ms
Total Talk Time (CUSTOMER): 58082 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/46bd4eb6-ae83-4482-984d-17e917971af3_20250116T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling from provider's office. Actually, I need dental benefits of a member and I also called to ask before asking for that and she said that she has already sent it, but I didn't receive it yet and it's been 2 hours.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand. OK, yes, I could definitely send you that fax back. I'm sorry, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then what was that policy number please?
[CUSTOMER][NEUTRAL] Yes, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02093617
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that [PII], give me just a moment.
[AGENT][NEUTRAL] All right, what was that fax number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to you, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes, and when will I receive it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will send it to you now. Typically it would only take maybe 10-15 minutes depending on how busy your machine is, but I will get that sent to you now. Would I just put this to your attention, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my, you can do my name.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will do that. I'll get that sent to you right now. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you so much, but please send it because it's urgent.
[AGENT][POSITIVE] Of course, yes ma'am, I completely understand. I'm sending it right now.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.