AccountId: 011433970860
ContactId: 73ea24ae-7b36-417a-9010-1f66be16cf0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80839 ms
Total Talk Time (AGENT): 37847 ms
Total Talk Time (CUSTOMER): 26541 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/73ea24ae-7b36-417a-9010-1f66be16cf0f_20250311T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] calling from Carri Dental. I'm calling in regards to a patient's, uh, benefits. Wanted to see if I can get a fax back of the benefits.
[AGENT][POSITIVE] Yeah, absolutely, [PII] we can send a breakdown of benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have 01885798.
[AGENT][NEUTRAL] All right, let me pull this up here.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] All right, perfect. So the patient is active. The effective date if you need that is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's a good fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, give me about 5 minutes and that should be on your desk. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] That would be it I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.