AccountId: 011433970860
ContactId: 7bc7210a-644f-4833-9b35-691ae395f6be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93980 ms
Total Talk Time (AGENT): 36378 ms
Total Talk Time (CUSTOMER): 43530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/7bc7210a-644f-4833-9b35-691ae395f6be_20250502T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I'm calling from a dental office. I had called back on Monday and asked for a fax back, but I have not received it, so I'm just calling back again to see if I could try to get another one.
[AGENT][POSITIVE] Oh gosh, [PII] I'm sorry. Yeah, absolutely. What's
[CUSTOMER][MIXED] Oh, it's OK. No, it's fine. Things happen. It probably just didn't come to the back.
[AGENT][NEUTRAL] Right. OK. What's the uh policy number?
[CUSTOMER][NEUTRAL] Alright, it is 02461636.
[AGENT][NEUTRAL] OK, let me pull it up here.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, and then what is a good fax number to send this to [PII]?
[CUSTOMER][NEUTRAL] Um, [PII] excuse me, [PII].
[AGENT][NEUTRAL] OK. Should we mark attention to anybody?
[CUSTOMER][POSITIVE] Um, nope, it's just right beside me, so you're good.
[AGENT][NEUTRAL] OK, so just to reconfirm, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright. Uh, that is on its way. Give it about 5 minutes, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.