AccountId: 011433970860
ContactId: 7ab345f8-9358-4f56-9a28-d07c48b4bf1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397880 ms
Total Talk Time (AGENT): 52427 ms
Total Talk Time (CUSTOMER): 41363 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/7ab345f8-9358-4f56-9a28-d07c48b4bf1f_20250429T13:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I was calling to get benefit information for a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have um the patient's policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So I have here 02584928.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is for dental?
[CUSTOMER][NEUTRAL] Dental, yes.
[AGENT][NEUTRAL] Got you
[AGENT][NEUTRAL] Thank you. And you need this benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, oh, I'll take a fax. That's fine.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] 7326341214
[AGENT][NEUTRAL] 7326341214 to your attention.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you right now so I got you on the line? OK, thank you. One moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[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. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well thank you for calling APL. Have a good day Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye