AccountId: 011433970860
ContactId: 4b5d8d0c-3b46-4b89-9f0d-dfa1dd7a83ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107739 ms
Total Talk Time (AGENT): 39651 ms
Total Talk Time (CUSTOMER): 34467 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4b5d8d0c-3b46-4b89-9f0d-dfa1dd7a83ac_20250210T22:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, I need a fax back for patients benefits please.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is um 02 I mean sorry 02501313.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you say you're calling for a fax back to be sent?
[CUSTOMER][POSITIVE] Yes ma'am, for dental benefits.
[AGENT][NEUTRAL] OK, and what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I will send this off to you in a moment and spell your name for me, make sure I have it spelled correctly.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.