AccountId: 011433970860
ContactId: a5caddec-63ac-4937-9e82-68a2d8d806b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111080 ms
Total Talk Time (AGENT): 59072 ms
Total Talk Time (CUSTOMER): 46501 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a5caddec-63ac-4937-9e82-68a2d8d806b2_20250128T21:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] There are a
[CUSTOMER][NEUTRAL] Yes, I'm just trying to verify dental benefits for a patient.
[AGENT][POSITIVE] Oh, I'd love to help you do that today. May I have your name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you. And can I get a good call back number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Let's do [PII].
[AGENT][NEUTRAL] [PII] you said?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] Perfect, and just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] 02 02475414.
[AGENT][NEUTRAL] All right. Let me get that pulled up for you. Would you be able to verify your patient's first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, it's [PII] [PII].
[AGENT][POSITIVE] Wonderful and.
[CUSTOMER][NEUTRAL] OK there you go.
[AGENT][NEUTRAL] Um, would you like me to send you on him a fax back of benefits?
[CUSTOMER][POSITIVE] You have a good day OK? thank you bye bye. Yes please.
[AGENT][NEUTRAL] Alright, and what is the fax number we wanna send that to you today?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And made attention to yourself?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] All right, Ms. [PII], so I'm gonna be sending that to [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Perfect, uh, we can send on that in just a couple minutes. Anything else I can do for you?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty well thank you so much and we um be on the lookout 5 to 15 minutes on that fax back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, my pleasure.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.