AccountId: 011433970860
ContactId: 4c64b273-de68-474b-be72-a52a217d6cb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199949 ms
Total Talk Time (AGENT): 51770 ms
Total Talk Time (CUSTOMER): 53127 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4c64b273-de68-474b-be72-a52a217d6cb1_20250205T15:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes this is [PII]. I just need to see about getting a fax back of benefits for a patient please.
[AGENT][POSITIVE] Oh OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the best number to reach me is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] It is 603-567.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you are calling for a dental fax back of his benefits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, let me get that pulled up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I give my, I have.
[AGENT][NEUTRAL] OK, let me get his information entered.
[CUSTOMER][POSITIVE] OK, we'll get you back shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] We got it
[CUSTOMER][NEUTRAL] We put it there so people could see it mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And will I be sending this fax to your attention?
[CUSTOMER][NEUTRAL] Uh, yes ma'am.
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yep, that was it.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. Thank you for calling APO.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.