AccountId: 011433970860
ContactId: 6238301b-3e92-469f-8e74-8fb5c5ebd079
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113330 ms
Total Talk Time (AGENT): 32459 ms
Total Talk Time (CUSTOMER): 45495 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/2025/05/01/6238301b-3e92-469f-8e74-8fb5c5ebd079_20250501T16:20_UTC.wav
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[CUSTOMER][NEUTRAL] So it was the first number.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm not sure if you're the one I just spoke to now, but I have the date of birth.
[AGENT][NEUTRAL] OK, perfect. Do you have the policy number again?
[CUSTOMER][POSITIVE] Um, yes, I sure do.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait. What is going on here? What did I just do?
[CUSTOMER][NEUTRAL] What are you doing up there? um.
[CUSTOMER][POSITIVE] One second, I'm so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I have 026.
[CUSTOMER][NEUTRAL] 05937.
[AGENT][NEUTRAL] OK, thank you. And what was her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and for this dental policy, I can send a fax back and then if there's anything we need to go over on the phone, we can do that as well.
[CUSTOMER][POSITIVE] That sounds great. I would really appreciate that.
[AGENT][NEUTRAL] Um, do you want to do the fax back or do you have questions that we need to go over on the phone?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We can just get the facts that's fine.
[AGENT][NEUTRAL] OK. What's your uh fax number, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes and then if you have any questions after that, just don't hesitate giving us a call back, OK?
[CUSTOMER][POSITIVE] Sounds great. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm