AccountId: 011433970860
ContactId: 646fe2ba-bea5-4788-b7e0-4287e4dc0667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45400 ms
Total Talk Time (AGENT): 22697 ms
Total Talk Time (CUSTOMER): 21643 ms
Interruptions: 1
Overall Sentiment: AGENT=3.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/646fe2ba-bea5-4788-b7e0-4287e4dc0667_20250103T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, we have some patients. I'm uh from a provider's office. Uh, we have some patients coming in, um, to have some, um, cleanings, and I was, um, entering y'all's information. Do you have a payer ID number?
[AGENT][NEUTRAL] Yes, um, so is it, you said this is for dental?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, the pay ID is 60801.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That was it.
[AGENT][POSITIVE] All right. Well, thanks for calling APL and I hope you have a good weekend and happy New Year.
[CUSTOMER][NEUTRAL] You too, uh, same to you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.