AccountId: 011433970860
ContactId: 98ebfa45-acc0-43bc-b36e-4e7f195c2d86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110000 ms
Total Talk Time (AGENT): 46338 ms
Total Talk Time (CUSTOMER): 49989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/98ebfa45-acc0-43bc-b36e-4e7f195c2d86_20250513T17:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you doing today?
[AGENT][NEUTRAL] I am fine, Miss [PII], and yourself?
[CUSTOMER][POSITIVE] I'm doing good, thank you.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Um, I wanted to see if I can get a fax back of benefits for a patient of ours.
[AGENT][NEUTRAL] OK, uh, what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is going to be 02598213.
[AGENT][NEUTRAL] OK, thank you. And see, Miss [PII], uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and this is for dental, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And give me a moment. I can send you a fax back. Um, what's your fax number?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] Uh, so it's gonna be the same phone number, uh, [PII].
[AGENT][NEUTRAL] Oh, it's the same as your phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Just, uh, cause I know sometimes this isn't on the fax pack for oral surgery extractions. Uh, do you know if it requires a medical EOB or can it just go straight to dental?
[AGENT][NEUTRAL] I can go straight to dental.
[CUSTOMER][POSITIVE] Straight to dental. All right, then that's all the questions that I have. Thank you so much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Thanks for calling APM, Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] Bye.