AccountId: 011433970860
ContactId: 5d9169bf-610e-4b33-9f22-c04d5aa3741a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137860 ms
Total Talk Time (AGENT): 28179 ms
Total Talk Time (CUSTOMER): 34619 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5d9169bf-610e-4b33-9f22-c04d5aa3741a_20250408T16:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Hi, yes ma'am. I was hoping to get a patient's benefits sent to me.
[AGENT][POSITIVE] I'd be happy to assist and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll be happy to assist. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, that is 00615476.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII].
[AGENT][POSITIVE] Thank you for that one moment please.
[CUSTOMER][NEUTRAL] Oh my God, why did I do that?
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Mhm bye.