AccountId: 011433970860
ContactId: 715e26e4-4403-42a0-9dca-5ef7b53aebb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280619 ms
Total Talk Time (AGENT): 49139 ms
Total Talk Time (CUSTOMER): 104259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/715e26e4-4403-42a0-9dca-5ef7b53aebb1_20250520T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Bro office and how are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] So far so good. Thank you for asking. Uh, OK, the reason of my call is I'm looking for dental benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Absolutely. I have it's [PII].
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] It's Elaine
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] I, I need the policy number for the patient.
[CUSTOMER][NEUTRAL] Oh, sorry about that. It's uh 02405 02408546.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK. Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just bear with me.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, I can send over a fax back that outlines everything that's covered under the policy unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, and uh do you need the fax number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's [PII]. Could you just repeat it back to me?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Perfect, you got it. And could you please make two attempts of sending the fax just to make sure it goes through.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][POSITIVE] All right. Thank you so much. Uh just let me know when you're done sending the text.
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that fax has been sent through.
[CUSTOMER][NEUTRAL] Mm, did you send it twice?
[AGENT][NEUTRAL] I said it once.
[CUSTOMER][NEUTRAL] Oh, OK. Could you please send it, uh, one more time just to make sure it goes through because, uh, this is the 2nd time I'm calling on your insurance. Like the last time I called and I didn't receive the text.
[AGENT][NEUTRAL] It it
[AGENT][NEUTRAL] OK. Let me, uh, do it one more time.
[CUSTOMER][POSITIVE] Thank you. And may I have your good name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], correctly for me?
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][POSITIVE] ANY oh sorry about that. I thought it was I.
[AGENT][NEUTRAL] OK, and [PII], right?
[CUSTOMER][NEUTRAL] [PII] perfect you got it and I need the reference number for this call.
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][NEUTRAL] Alright, and you're done sending the fax, right?
[AGENT][NEUTRAL] Yes, I've sent it 2 times.
[CUSTOMER][POSITIVE] Alright, thank you so much [PII], for your kind assistance. I really appreciate it. Have a great rest of the day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.