AccountId: 011433970860
ContactId: 5f235279-f505-4114-a2d3-5cbbcd8d2c28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327339 ms
Total Talk Time (AGENT): 52510 ms
Total Talk Time (CUSTOMER): 44288 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/5f235279-f505-4114-a2d3-5cbbcd8d2c28_20250404T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I need to get a fax of dental benefits sent over to me please.
[AGENT][POSITIVE] OK, sure, yes, I can assist you with the facts of the dental benefits, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mm. Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is gonna be 01854563.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, and may I have a fax number?
[CUSTOMER][NEUTRAL] Yes, the fax number is gonna be [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, is it OK to put on your attention, Miss [PII]?
[CUSTOMER][POSITIVE] Yes it is thank you.
[AGENT][NEUTRAL] OK. You're welcome. I'm gonna put you on a brief hold so I can go ahead and send it right now, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome, one moment.
[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 me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's it thank you so much I appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.