AccountId: 011433970860
ContactId: 7e370c32-b417-4f46-ab77-ad15476582cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281220 ms
Total Talk Time (AGENT): 61312 ms
Total Talk Time (CUSTOMER): 39908 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7e370c32-b417-4f46-ab77-ad15476582cf_20250603T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], I was trying to get um dental benefits for a patient.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with the dental benefits. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] [PII] and the policy number is 00691331.
[AGENT][NEUTRAL] OK, let me pull up this policy.
[AGENT][NEUTRAL] All right, I do show that he does have an active policy, and the effective date of his policy is [PII] and it's current. If you will give me your fax number, I'll send you a fax back with this benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. It's gonna be a quick hold while I get that fax ready for you, Ms. [PII], and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you for holding Miss [PII]. Is there anything else I can help you with? I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's it.
[AGENT][POSITIVE] OK. Well, I hope you have a wonderful rest of your day and thank you for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.