AccountId: 011433970860
ContactId: 9d552e0f-7917-4c61-ac48-36afcff584ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91889 ms
Total Talk Time (AGENT): 20919 ms
Total Talk Time (CUSTOMER): 34618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/9d552e0f-7917-4c61-ac48-36afcff584ae_20250509T21:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from my dentist's office. I was just calling to try to get a fax back if possible for my patient.
[AGENT][NEUTRAL] OK, I can help you with the fax back. Do you have a, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh [PII] and then callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Sorry, what was that?
[AGENT][NEUTRAL] So the policy number for that patient.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 10784.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's date of birth will be [PII], and that's for [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated 12-15-2024.
[CUSTOMER][NEUTRAL] OK, um, for the dependents as well?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I'll go ahead and call the patient to let them know thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.