AccountId: 011433970860
ContactId: 596fd8b4-481e-43c0-8263-0015fcfc4eda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111440 ms
Total Talk Time (AGENT): 22777 ms
Total Talk Time (CUSTOMER): 54970 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/596fd8b4-481e-43c0-8263-0015fcfc4eda_20250217T19:04_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, sorry, this is [PII] Employee dentistry. Um, I was calling, can we get your fee scheduled faxed to us?
[AGENT][POSITIVE] I'd be happy to assist with the fax back today. Um, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII] my callback number [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Um, let me pull that up. Give me one second, um, 0258.
[CUSTOMER][NEUTRAL] 9583.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that moment.
[CUSTOMER][NEUTRAL] About 30 seconds
[CUSTOMER][NEUTRAL] and be quiet.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] not
[CUSTOMER][NEGATIVE] She said that it doesn't make any difference.
[CUSTOMER][NEUTRAL] Even if a tech would look at it and say no this is normal that's fine.
[AGENT][NEUTRAL] OK, and what's that fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Well I can sit and wait that's fine.
[AGENT][POSITIVE] Alright, you should receive that within the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Nope, that is all I needed.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.