AccountId: 011433970860
ContactId: a7a4e082-b135-485a-b7f3-7765effbf963
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193600 ms
Total Talk Time (AGENT): 56301 ms
Total Talk Time (CUSTOMER): 55950 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a7a4e082-b135-485a-b7f3-7765effbf963_20250205T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to try to get some dental benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with dental benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] What's his, what's his number number is it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] Um, she gave me 1246519.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII] and if you can give me your fax number I'll send you a fax back with her dental uh benefit breakdown yes ma'am.
[CUSTOMER][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] Uh huh, it's [PII].
[AGENT][POSITIVE] Thank you ma'am. I'm gonna put you on a quick hold while I get that fax ready for you. I'll be right back.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a great night and thank you for calling APL, Miss [PII].
[CUSTOMER][POSITIVE] Oh thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.