AccountId: 011433970860
ContactId: a705754f-a12b-44c6-bde0-20ed760e9d5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342489 ms
Total Talk Time (AGENT): 60834 ms
Total Talk Time (CUSTOMER): 46437 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a705754f-a12b-44c6-bde0-20ed760e9d5f_20250131T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Crystal Clinic dentistry at [PII]. I'm calling to get a fax of dental benefits on a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the fax that, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 614504.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and to your attention, Ms. [PII].
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I went ahead and send that over to you. Um, you're welcome. It should be there in a few minutes. If you don't get it within 15 minutes, you can give us a call back and we can resend it, but it should be there by then.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK, and then can you verify the electronic payer ID for me?
[AGENT][NEUTRAL] Yes, uh electronic payer ID is 60801.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That was it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.