AccountId: 011433970860
ContactId: 48959202-3877-443e-a875-6fdbd28d7e57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122559 ms
Total Talk Time (AGENT): 45887 ms
Total Talk Time (CUSTOMER): 35832 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/48959202-3877-443e-a875-6fdbd28d7e57_20250210T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm just trying to get a dental breakdown via fax.
[AGENT][POSITIVE] OK, and I do apologize. May I have your name again?
[CUSTOMER][NEUTRAL] Uh sure. It's [PII]
[AGENT][NEUTRAL] OK, thank you and may I also have your call back number if we were disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] I believe this is just the social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, sure, that is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and again you're calling to request a fax back. Give me one moment please. I can get that faxed over to you, [PII], what is your fax number? Thank you.
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[AGENT][NEUTRAL] OK, let me repeat that to confirm. [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] OK, I will get that faxed over to you, [PII], anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that's all I need, [PII]. Thank you so much. I'll just wait for the pass.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Take care. You have a good day bye.
[CUSTOMER][NEUTRAL] OK for that.