AccountId: 011433970860
ContactId: 5aae8959-a3a2-47da-88e4-b4abb1db645c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143389 ms
Total Talk Time (AGENT): 51909 ms
Total Talk Time (CUSTOMER): 38823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/5aae8959-a3a2-47da-88e4-b4abb1db645c_20250506T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Alright, give me just one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hi, I'm trying to get a fax of dental benefits on a patient of ours at the Creswell Clinic dentistry.
[AGENT][NEUTRAL] Sure, yeah, I can get a fax back sent to you. Um, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 614-439
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, and then, uh, what was that member's name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and get this sent now. Should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.