AccountId: 011433970860
ContactId: a0301387-3724-472a-b9ce-ed804efe02cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179910 ms
Total Talk Time (AGENT): 44787 ms
Total Talk Time (CUSTOMER): 75259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a0301387-3724-472a-b9ce-ed804efe02cd_20250107T19:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I am just looking, um, I have called this morning and requested a dental benefit breakdown for a patient, and I haven't received it yet. I just wondered if I could maybe re-request one.
[AGENT][NEUTRAL] Can I have a callback number for you and the policy number.
[CUSTOMER][NEUTRAL] Yep, it's the call back [PII] and the ID number is 02123833.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] Uh, do you have an email address that I can send this over to?
[CUSTOMER][NEUTRAL] Yeah, sure, you could do that. It's [PII].
[CUSTOMER][NEUTRAL] [PII]. So [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm gonna send it over to you by email so you do it that way.
[AGENT][NEUTRAL] Mm mm mm
[AGENT][NEUTRAL] That's.
[AGENT][NEUTRAL] It won't have the patient's information on it?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It just will be the schedule playing with no policy number or anything, but I did put the policy number in the subject because of the me sending it by email sensitive information. I sent it over for you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][POSITIVE] No that's perfect. I appreciate it thank you.
[AGENT][NEUTRAL] You're welcome. Could you check to see if you received it?
[CUSTOMER][NEUTRAL] Um, yeah, I sure can.
[CUSTOMER][POSITIVE] I did right there I appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Goodbye.