AccountId: 011433970860
ContactId: 5d39169b-47fc-4ace-89fe-c9d8845f71de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207399 ms
Total Talk Time (AGENT): 40104 ms
Total Talk Time (CUSTOMER): 27480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5d39169b-47fc-4ace-89fe-c9d8845f71de_20250122T17:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] I need to see if I can get a breakdown of dental benefits for my patient.
[AGENT][POSITIVE] Yes, ma'am, you certainly can. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 012553772
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK thank you Miss [PII] and then what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready and on its way to you. I'll be right back, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye Ms. [PII].