AccountId: 011433970860
ContactId: 9f45df17-ead0-49c5-847e-634a5b3f1ad4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92169 ms
Total Talk Time (AGENT): 28219 ms
Total Talk Time (CUSTOMER): 40852 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9f45df17-ead0-49c5-847e-634a5b3f1ad4_20250425T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling from the Creswell Clinic dentistry trying to get a fax back of dental benefits on a patient.
[AGENT][POSITIVE] Yeah, of course, I can help you with that today. Do you have the policy number?
[CUSTOMER][NEUTRAL] 614-114.
[CUSTOMER][NEUTRAL] And this is the spouse, the subscriber is [PII], and I'm calling regarding [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then I can send that fax right over to you.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] have a good day.
[AGENT][POSITIVE] Yeah, you're welcome. Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Uh, yes, thanks for calling MPL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, bye.