AccountId: 011433970860
ContactId: 4d8297a0-8e94-4381-8884-d899ddd6a537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 902380 ms
Total Talk Time (AGENT): 104793 ms
Total Talk Time (CUSTOMER): 84452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4d8297a0-8e94-4381-8884-d899ddd6a537_20250131T16:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hello, um, I requested a fax a few days ago and I still hadn't received it on a patient.
[AGENT][POSITIVE] Oh, I'm sorry. Yeah, I can assist you with that. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] This is [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, thank you. And um may I have the name of the place you're calling from?
[CUSTOMER][NEUTRAL] This is Southern Roots Dentistry in [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 00613371
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] All right, perfect. Thank you. And see what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII] to your attention, Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, do you mind holding for me while I send it out right now?
[CUSTOMER][NEUTRAL] No, I don't mind.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. You wanna check and see if you got it?
[CUSTOMER][NEGATIVE] I haven't received anything yet.
[AGENT][NEUTRAL] OK. Mm, you get it like uh electronically or?
[CUSTOMER][NEUTRAL] Yes ma'am, they pop up on our computer.
[AGENT][NEUTRAL] And again, the fax is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And let me send it one more time, but I should have been there.
[AGENT][NEUTRAL] It is electronic, um.
[CUSTOMER][NEUTRAL] Can you send an email if it won't send through?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I can try. I, I'll have to check um if I can, but I can try um what is the email?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that's uh [PII] or does it have two S's in [PII]?
[CUSTOMER][NEUTRAL] It's just one, it's [PII].
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] Are you saying S or F? I'm sorry, I'm not really understanding that one.
[CUSTOMER][NEUTRAL] Which part in Mansfield or the SR dentistry?
[AGENT][NEUTRAL] The SRR or the FR?
[CUSTOMER][NEUTRAL] It's as in Southern roots.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and send it by fax one more time and then let me check and see if I can um send it by email, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[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 Miss [PII].
[AGENT][NEUTRAL] OK. Oh, you did? OK. OK.
[CUSTOMER][NEUTRAL] I just received it.
[CUSTOMER][POSITIVE] Yes ma'am. I thank you for your time.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.