AccountId: 011433970860
ContactId: 7652698e-d6c0-4752-8d47-4e61fd654794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89750 ms
Total Talk Time (AGENT): 31881 ms
Total Talk Time (CUSTOMER): 34880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7652698e-d6c0-4752-8d47-4e61fd654794_20250404T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII] with the Siri B Dental, um, and I was just calling to get a faxed benefit summary sent to me please.
[AGENT][NEUTRAL] OK, do you have a callback number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, 01907652.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you just wanted to fax back of benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can fax that to you. What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.