AccountId: 011433970860
ContactId: 4ec20e80-90ca-45d8-bece-de24968efc11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265790 ms
Total Talk Time (AGENT): 61353 ms
Total Talk Time (CUSTOMER): 48317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/4ec20e80-90ca-45d8-bece-de24968efc11_20250123T22:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I, um, am with the dental office just hoping to get a fax back of benefits for a patient.
[AGENT][NEUTRAL] Uh yes, Miss [PII], I can give you fax back. Um, can you give me your call back number please just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][POSITIVE] Thank you. And how do I spell your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII] OK, thank you. And then what is the insured's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And what is her policy number?
[CUSTOMER][NEUTRAL] Um, let's see here.
[CUSTOMER][NEUTRAL] 01843943
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and I am showing that she does have an active policy and her effective date is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna put you on a well first let me get your um fax number.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK thank you and while we're on the phone together I'm gonna put you on a brief hold while I send that fax over to you it's gonna be just a sec.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on the way to you. It should be getting there shortly.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks you have a good day too.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mm bye.