AccountId: 011433970860
ContactId: 7e70570e-5d88-476b-aa12-14bef125f763
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79669 ms
Total Talk Time (AGENT): 25200 ms
Total Talk Time (CUSTOMER): 32631 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7e70570e-5d88-476b-aa12-14bef125f763_20250207T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Comfort Dental of Clinton. I wanted to see if I could get a fax back of benefits for one of our patients.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And may I have the fax number that you would like for it to be faxed to?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02261126.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], and his date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for [PII] for verifying the policy. I will get that fax back submitted to you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's everything thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.