AccountId: 011433970860
ContactId: 56c4130f-8450-4844-913b-cebbacfb77a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 900630 ms
Total Talk Time (AGENT): 68416 ms
Total Talk Time (CUSTOMER): 96640 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/56c4130f-8450-4844-913b-cebbacfb77a9_20250618T18:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, this is [PII] with West Point Family Dental, Doctor [PII]'s office. I called earlier to get a fax back of dental benefits on a patient, and I haven't received it yet, so I was calling to request it again, please.
[AGENT][POSITIVE] Oh, sure. Yes, I can assist you with that, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02054491.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, the name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] All right. And what is the fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I'm gonna go ahead and put you on a brief hold so I can go ahead and send this out right now, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that over. Have you received it?
[CUSTOMER][NEUTRAL] Um, I don't think so. Let me just double check.
[CUSTOMER][NEUTRAL] Um, I think it may be coming through now, something else, I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not 100% sure about that, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the expiration
[CUSTOMER][NEUTRAL] Well, I'm getting a message, some kind of error message.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it possible to email it or does it have to be faxed?
[AGENT][NEUTRAL] Yeah, I, I can try to email. What's the email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 001
[CUSTOMER][POSITIVE] [PII]. You're good.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me try that. One moment. OK, I'm gonna put you on a brief hold. I'm gonna go ahead and try to send this email, OK?
[CUSTOMER][POSITIVE] That's fine, thank you.
[AGENT][NEUTRAL] Yeah
[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][NEUTRAL] Thank you for holding, Ms. [PII]. Do you want to check and see if you got it?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I went ahead and send that out to you.
[CUSTOMER][NEUTRAL] What did you ask?
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Do you want to check and see if you got it? Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, I have it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is it. Thank you, thank you.
[AGENT][POSITIVE] Mm OK. You're welcome. Thank you for calling ATL. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.