AccountId: 011433970860
ContactId: 864ac561-3f1c-4784-84f7-193f65777712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141720 ms
Total Talk Time (AGENT): 35063 ms
Total Talk Time (CUSTOMER): 26453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/864ac561-3f1c-4784-84f7-193f65777712_20250423T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I was hoping to get a patient's dental benefits faxed.
[AGENT][POSITIVE] Yeah, [PII], I'm happy to fax over some benefits. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, 434-607-691.
[AGENT][NEUTRAL] All right, bear with me here one moment please.
[AGENT][NEUTRAL] All right. And can I get the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Did you need the patient's policy number?
[CUSTOMER][NEUTRAL] Oh, it's not the 434?
[AGENT][NEUTRAL] No, that's the member's social.
[CUSTOMER][NEUTRAL] OK, yeah, what's the number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, that'll be there in about 5 minutes, [PII]. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.