AccountId: 011433970860
ContactId: 88f88a89-1f66-4ead-84c3-3bbd30ea5636
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239889 ms
Total Talk Time (AGENT): 64291 ms
Total Talk Time (CUSTOMER): 52387 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/88f88a89-1f66-4ead-84c3-3bbd30ea5636_20250530T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling because I need to get a um fax back for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with the fax back. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII]. Um, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII] and what's the name of the dental office you're calling from?
[CUSTOMER][NEUTRAL] Aspen Dental.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the policy number is 02612914.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] Alright, I do show that she does have an active policy. The effective date of the policy is [PII], and if you can give me your fax number, I'll send that fax back over to you.
[CUSTOMER][POSITIVE] Awesome it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, alright, Miss [PII], I'm gonna put you on a quick hold. We'll get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh shoot
[AGENT][NEUTRAL] 500
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank thank you for holding for me, [PII]. I got that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] Awesome thank you so much I greatly appreciate it.
[AGENT][POSITIVE] You're very welcome is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am I hope you have a great weekend.
[AGENT][POSITIVE] You have a wonderful weekend too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Bye-bye, ma'am. You're welcome.