AccountId: 011433970860
ContactId: 8aebcda5-8382-4cba-b6d1-018c99cc4c99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90870 ms
Total Talk Time (AGENT): 38271 ms
Total Talk Time (CUSTOMER): 38530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8aebcda5-8382-4cba-b6d1-018c99cc4c99_20250623T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I am calling from Community Dental, and I'm calling to see if I can get a breakdown of a patient's dental coverage or I don't know if you have like a fax back or some information you can fax to me or not.
[AGENT][NEUTRAL] Uh, yes, ma'am. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02627445.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And see, what's your fax number I can send you a fax back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments, Miss [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope that should do it thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.