AccountId: 011433970860
ContactId: 7c56a614-6f5a-4895-b983-6a2705697e8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109940 ms
Total Talk Time (AGENT): 40891 ms
Total Talk Time (CUSTOMER): 30909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7c56a614-6f5a-4895-b983-6a2705697e8e_20250513T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You said I'm trying to get dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with dental benefits. Um, give me one moment.
[AGENT][NEUTRAL] OK, do you have the policy number for that, uh, patient?
[CUSTOMER][NEUTRAL] Uh, so she entered 02277630.
[AGENT][NEUTRAL] OK. Could I get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy or the member name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I show the policy is effective [PII]. It's currently active. I can fax you a fax back with all of the outline of benefits or if there's something you need to go over on.
[CUSTOMER][POSITIVE] That would be a fax would be great.
[AGENT][POSITIVE] OK, perfect. What's that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII] 334 [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get that faxed over, and can I help with anything else?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too, thank you, bye bye.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Bye bye.