AccountId: 011433970860
ContactId: 9d8d9820-09f0-4c08-827d-cc8566ee2225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221479 ms
Total Talk Time (AGENT): 43479 ms
Total Talk Time (CUSTOMER): 54538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9d8d9820-09f0-4c08-827d-cc8566ee2225_20250616T14:24_UTC.wav
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[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from the Creswe clinic to request a dental benefit fax.
[AGENT][NEUTRAL] You said the Crystal Clinic?
[CUSTOMER][NEUTRAL] Uh, Criswell Dental Clinic.
[AGENT][NEUTRAL] Oh, OK, so sorry.
[AGENT][NEUTRAL] What's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 614504.
[CUSTOMER][NEUTRAL] So you're looking at about 400.
[AGENT][NEUTRAL] Alright, let me look that up for you and then I can send you a fax back of benefits.
[CUSTOMER][NEUTRAL] The doctor at that point will be able to.
[CUSTOMER][NEUTRAL] that we can do here.
[AGENT][NEUTRAL] Can you verify the uh patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, give me just one moment to get that fax back ready for you.
[CUSTOMER][NEUTRAL] this is how may I help?
[AGENT][NEUTRAL] And what's a good fax number to send this to [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so I have 479-471.
[AGENT][NEUTRAL] 1868, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I just sent that fax back over to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much. Nope, that was it.
[AGENT][POSITIVE] Alright, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.