AccountId: 011433970860
ContactId: a235ffbe-bbd0-43ab-9da3-9a1714a83123
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175110 ms
Total Talk Time (AGENT): 52101 ms
Total Talk Time (CUSTOMER): 32240 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a235ffbe-bbd0-43ab-9da3-9a1714a83123_20250522T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I need to get dental benefits on a patient.
[AGENT][NEUTRAL] OK. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do. It is 0214133.
[AGENT][NEUTRAL] And can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, policy was.
[AGENT][NEUTRAL] 0214133.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, what was the last name?
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Oh, [PII], yeah.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK, it looks like it was missing a number. It's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and do you have his date of birth?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK so the policy active and effective [PII]. Um, I can send over a fax back that outlines everything on the policy, uh, or if there's something we need to go over on the phone, we can do that as well.
[CUSTOMER][POSITIVE] The backpack would be great.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. OK, I'll get that faxed over. Just give me about 2 minutes, and then anything else I can help with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.