AccountId: 011433970860
ContactId: 99b04fc7-a992-4446-87bf-56ff73da14ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130288 ms
Total Talk Time (AGENT): 55495 ms
Total Talk Time (CUSTOMER): 38279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/99b04fc7-a992-4446-87bf-56ff73da14ff_20250205T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Brand Family Dentistry. I am just calling to get a fax back of benefits on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the fax back. Can I please get your call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's Ms. [PII]'s uh date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the policy number please?
[CUSTOMER][NEUTRAL] 603-273
[AGENT][NEUTRAL] OK, 603-227?
[CUSTOMER][NEUTRAL] 3, yes.
[AGENT][NEUTRAL] 3 OK thank you. Alright, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that she does have an active policy.
[AGENT][NEUTRAL] Her effective date is [PII]. Uh, let me pull in her benefits real quick so I can get that back ready for you.
[AGENT][NEUTRAL] OK, and what is your
[AGENT][NEUTRAL] Your fax number please Ms. [PII]?
[CUSTOMER][NEUTRAL] Our fax number is [PII] oops that's no it's [PII].
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get this fax ready for you and I'll come right back.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.