AccountId: 011433970860
ContactId: 823f3cfa-7fef-41dc-9802-ba067b8fb982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84739 ms
Total Talk Time (AGENT): 36341 ms
Total Talk Time (CUSTOMER): 28964 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/823f3cfa-7fef-41dc-9802-ba067b8fb982_20250211T18:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I wanted to request a fax pack please.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] I'm calling from a dentist office.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], do you have that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 02441115.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can fax this over to you in a few moments. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's pretty much it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye.