AccountId: 011433970860
ContactId: a549194c-f098-49f1-9d54-54f25b753c54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78440 ms
Total Talk Time (AGENT): 29323 ms
Total Talk Time (CUSTOMER): 36751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a549194c-f098-49f1-9d54-54f25b753c54_20250318T16:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with Fort Smith Dentistry. I was going to see if I could get a breakdown of benefits faxed to us on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Uh, a callback number is [PII].
[CUSTOMER][NEUTRAL] And her ID number is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you [PII]. You did say your name was [PII], correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] You can you verify the patient's name and date of birth that you're requesting to fax back for?
[CUSTOMER][NEUTRAL] It's [PII] and her birth date is [PII].
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is there anything else that I can assist you with besides send a fax back to you?
[CUSTOMER][POSITIVE] That should work perfectly.
[AGENT][POSITIVE] I'm gonna send it over for you now, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.
[AGENT][POSITIVE] Thanks for