AccountId: 011433970860
ContactId: 4f76d35e-a97b-431c-b324-710c3ab321d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138199 ms
Total Talk Time (AGENT): 30451 ms
Total Talk Time (CUSTOMER): 95741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/4f76d35e-a97b-431c-b324-710c3ab321d0_20250206T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the Spanish queue.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hi, I'm calling on policy 2441704.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the dental provider on the other line and I, I know we can do that fax back. I just didn't know exactly which one it was.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yes, that's.
[CUSTOMER][NEUTRAL] I don't get dental calls that often. It's like once every 6 months.
[AGENT][POSITIVE] No problem, no problem. I can fax it over to the provider. What's the want me to speak to the provider? I can do that.
[CUSTOMER][NEUTRAL] Um, she only speaks Spanish. Um, yeah, let me, let me get on the line and see if, um, you can fax it over to her then give me one second, OK?
[AGENT][NEUTRAL] Oh, OK, OK, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Norma, OK, gracias [PII], um, so the mosa angina esiosequerequelemandeos on factsos beneficiosapolisa equal no matter the facts.
[CUSTOMER][NEUTRAL] Issieres.
[CUSTOMER][NEUTRAL] Doetete.
[CUSTOMER][NEGATIVE] Yeah this says no.
[CUSTOMER][NEUTRAL] Crete says unan. Correct. OK. [PII].
[CUSTOMER][NEUTRAL] Uh, OK, one normalo. OK, bye bye um [PII], I have the fax number.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you, can you tell me real quick which one it would be for this one just so I kinda.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It will be the um big low.
[CUSTOMER][NEUTRAL] Big low. And that, you got that from like
[AGENT][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And, yeah.
[CUSTOMER][POSITIVE] OK and then yeah and then it is low on the OK that that helps me thank you.
[AGENT][NEUTRAL] You're welcome. I'll get that faxed over. And what, what was her name so I pay attention to her.
[CUSTOMER][NEUTRAL] Um, [PII] Do you need me to stay on the line with you while you do that?
[AGENT][NEUTRAL] Um, no, that's fine. I can go ahead and get that faxed over though.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day.
[AGENT][POSITIVE] All very welcome. You too. Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.