AccountId: 011433970860
ContactId: 5cbf8254-059a-4495-9eee-19e15dc7a5dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200850 ms
Total Talk Time (AGENT): 45120 ms
Total Talk Time (CUSTOMER): 42862 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5cbf8254-059a-4495-9eee-19e15dc7a5dc_20250107T15:49_UTC.wav
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[CUSTOMER][NEUTRAL] He told me he said.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] at the Creswell Clinic dentistry. I am calling to get a fax of dental benefits on one of my patients.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with your fax back. Can you please give me your call back number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] 617093
[AGENT][NEUTRAL] OK, let me pull his policy in for us.
[AGENT][NEUTRAL] OK, I do show that [PII] has an active policy. His effective date is [PII], and if you give me your fax number, I can get that fax back right to you.
[CUSTOMER][POSITIVE] Perfect. It is [PII].
[AGENT][NEUTRAL] OK [PII], I'm gonna put you on a brief hold while I send that fax to you while we're on the phone together.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding, Ms. [PII]. I've got that fax back on its way to you now.
[CUSTOMER][POSITIVE] Thank you so much. You have a good rest of your day.
[AGENT][POSITIVE] You too and thank you for calling APL you have a blessed one.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No problem thank you bye bye.