AccountId: 011433970860
ContactId: 8023c047-87e2-4d03-9956-58e6f809bc59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103370 ms
Total Talk Time (AGENT): 46033 ms
Total Talk Time (CUSTOMER): 35051 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8023c047-87e2-4d03-9956-58e6f809bc59_20250617T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling with the dental provider's office. I was just wondering if you could send me a fax, um, for a patient's insurance.
[AGENT][NEUTRAL] Sure, I can send the fax back to you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, uh.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] I just went away.
[CUSTOMER][NEUTRAL] OK, it's 02633410.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] It's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective day was uh [PII] and uh what was that fax number for you please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, nope, that is all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you bye bye.