AccountId: 011433970860
ContactId: 698181fe-a28c-4193-8d85-32534f1ea058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346690 ms
Total Talk Time (AGENT): 53381 ms
Total Talk Time (CUSTOMER): 47387 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/698181fe-a28c-4193-8d85-32534f1ea058_20250502T14:28_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was trying to get a fax pack of benefits for a patient.
[AGENT][NEUTRAL] Mhm. OK, sure, I can assist you with the fax back. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number 02385370.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Bright and Dental?
[AGENT][POSITIVE] Right, OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] For [PII], uh, [PII].
[AGENT][POSITIVE] Thank you and may I have the fax number so I can fax that over to you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] OK, so that's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK thank you 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 Miss [PII]. OK, I went ahead and send that over to you. Should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thank you for calling APL. Have a good day. Happy weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.