AccountId: 011433970860
ContactId: 9c12e01c-be41-426b-af39-6bdfd5d4cf98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78580 ms
Total Talk Time (AGENT): 30918 ms
Total Talk Time (CUSTOMER): 33540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9c12e01c-be41-426b-af39-6bdfd5d4cf98_20250625T19:10_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Doctor [PII]'s office. I just need to get a fax back of dental benefits.
[AGENT][NEUTRAL] OK, happy to send a fax back with benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 606.
[CUSTOMER][NEUTRAL] 862.
[CUSTOMER][NEUTRAL] And the patient's name is [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But [PII] is the policy holder.
[AGENT][NEUTRAL] Got you. All right. Patient is active. Effective date is [PII]. What is the fax number?
[CUSTOMER][NEUTRAL] Fax number it's [PII].
[AGENT][NEUTRAL] OK. Should we mark attention to anybody on it?
[CUSTOMER][NEUTRAL] Uh one at, that's [PII] E.
[AGENT][POSITIVE] Alright, on it, give it a few moments and you should have that. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.