AccountId: 011433970860
ContactId: 6b0f4096-e6fb-4f02-bee8-4ae19d70062c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104370 ms
Total Talk Time (AGENT): 46578 ms
Total Talk Time (CUSTOMER): 39611 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6b0f4096-e6fb-4f02-bee8-4ae19d70062c_20250107T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was trying to get a dental benefit breakdown for a patient.
[AGENT][NEUTRAL] OK, yeah, I can send you a fax back with that benefit information. Uh, what was your name?
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the uh policy number?
[CUSTOMER][NEUTRAL] I do it's 02123833.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Just a moment.
[AGENT][NEUTRAL] OK, so the policy is active. Effective date was [PII]. Uh, what was that good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK thank you and would I just put this to your attention?
[CUSTOMER][POSITIVE] Yes, that's perfect.
[AGENT][NEUTRAL] OK, alright, well I will get that sent to you. Uh, I should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That is all I needed I appreciate it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APM. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.