AccountId: 011433970860
ContactId: 697b26d7-2ba9-458c-bd64-2c8e9d125cc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67980 ms
Total Talk Time (AGENT): 30280 ms
Total Talk Time (CUSTOMER): 28617 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/697b26d7-2ba9-458c-bd64-2c8e9d125cc2_20250304T18:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see if I could get a breakdown of the patient's dental benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] OK, so, can I have that policy number of the member that you're requesting a fax that a call um breakdown for.
[CUSTOMER][NEUTRAL] Yes, 01246533.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK OK so would you like this verbally or sent to you by fax?
[CUSTOMER][NEUTRAL] Um, fax, please.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII]. You're calling to request the face back for [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. I'm sending it over for you now.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alright, great.
[AGENT][NEUTRAL] Bye.