AccountId: 011433970860
ContactId: 5a7fb373-72fe-4fb6-9066-8e17b00b4cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652260 ms
Total Talk Time (AGENT): 94294 ms
Total Talk Time (CUSTOMER): 87773 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5a7fb373-72fe-4fb6-9066-8e17b00b4cbd_20250522T14:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I had called earlier and was getting a faxed back on a patient's dental benefits, and it still hasn't came through and I have a patient in office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, I'm sorry for that. I can assist you. May I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02614133
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, do you want me to send it again and just stay on the line until you get it or you want me to send it by email or um what's the best thing for you? OK, OK, what's the email?
[CUSTOMER][NEUTRAL] We could do email that would work.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you don't have a work email?
[CUSTOMER][NEUTRAL] Yes, would you rather have that one?
[AGENT][NEUTRAL] Yes, it has to be to our company.
[CUSTOMER][NEUTRAL] OK, so it's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat this back to you. That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] Um, it's gonna be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK, that's what I have. Alright, and that's uh [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, let me go ahead and send this out to you. Do you mind holding for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[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 Miss [PII]. Did you receive the email?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I guess I'll just have to call back if I don't get it. It looks like our provider is currently down and not letting us into the into our emails.
[AGENT][NEUTRAL] Oh, do you want me to try to fax it again?
[CUSTOMER][POSITIVE] Yes ma'am, that would be fine.
[AGENT][NEUTRAL] OK, go ahead and give me the fax number. May I have the fax number?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] 7
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm working on it right now, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now it's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I went ahead and send that over to you um by fax as well, OK?
[AGENT][NEUTRAL] Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.