AccountId: 011433970860
ContactId: 4fe925f7-3156-478c-be46-4e474ac3f8c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98379 ms
Total Talk Time (AGENT): 49646 ms
Total Talk Time (CUSTOMER): 30500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4fe925f7-3156-478c-be46-4e474ac3f8c1_20250416T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to get dental benefits faxed over to me for a patient please.
[AGENT][NEUTRAL] Yes, I can send you a fax back with those benefits. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Hey [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy is gonna be 01854563.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, and then, uh, what was that name, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII]. And uh what was that fax number for you?
[CUSTOMER][NEUTRAL] Yeah, the fax number's gonna be [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent to you. Uh, should get it here within about 10 minutes or so. Did you have any other questions for me?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No, that's it I appreciate your time.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same thank you bye.
[AGENT][POSITIVE] Thanks bye bye.