AccountId: 011433970860
ContactId: 4ddb1acd-e370-4811-b790-427927708f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89330 ms
Total Talk Time (AGENT): 45146 ms
Total Talk Time (CUSTOMER): 24304 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/4ddb1acd-e370-4811-b790-427927708f59_20250512T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to request a fax of dental benefits on a patient.
[AGENT][NEUTRAL] OK, happy to send a fax back. Uh, can I get their policy number?
[CUSTOMER][NEUTRAL] It is 614-114.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for documentation, can I just grab your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] And just for verification, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] All right, perfect. So patient is active. The effective date is [PII].
[AGENT][NEUTRAL] And then what is a good fax number [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to confirm, I heard [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright. So I am sending that here now. Give it about 5 minutes and you should have it. Is there anything else that I can help with?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.