AccountId: 011433970860
ContactId: 4b7019a9-738e-4f58-8e2a-3bbfe44c4e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459489 ms
Total Talk Time (AGENT): 66048 ms
Total Talk Time (CUSTOMER): 77339 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/4b7019a9-738e-4f58-8e2a-3bbfe44c4e54_20250221T14:21_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I need a uh benefits fact for a patient.
[AGENT][NEUTRAL] This is for Dana?
[CUSTOMER][NEUTRAL] An apple see if the chart.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is this for dental?
[CUSTOMER][NEUTRAL] He is in
[CUSTOMER][NEUTRAL] Yes, dental.
[AGENT][NEUTRAL] Alright, sure, yes, I can assist you with the fax back if it's for dental. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And a good callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, um, I was on the phone with somebody else and they needed name and date of birth, but I have this, I think it might be her social here.
[AGENT][NEUTRAL] Mhm. You can
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That's the name of the patient?
[CUSTOMER][NEUTRAL] The first name is [PII] Last name is [PII], [PII]
[AGENT][NEUTRAL] OK, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII], and may I have the fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, fax number is 972.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII] to your attention, Miss [PII].
[CUSTOMER][NEUTRAL] they
[CUSTOMER][NEUTRAL] I'm sorry, say that last part again, but it was the correct number.
[AGENT][NEUTRAL] OK. And do I send it to your attention, Miss [PII]?
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, and do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back so we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's everything.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day, Ms. [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome, bye.