AccountId: 011433970860
ContactId: a7b57ee2-868e-49ef-8950-8633a93b6b3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99989 ms
Total Talk Time (AGENT): 39198 ms
Total Talk Time (CUSTOMER): 43251 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a7b57ee2-868e-49ef-8950-8633a93b6b3a_20250306T13:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Bran Family Dentistry. I am just calling to get a fax back of benefits on a patient.
[AGENT][NEUTRAL] OK. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] LA 0200 I think that's the group number.
[AGENT][NEUTRAL] That's the group number. Do you have their policy number?
[CUSTOMER][NEUTRAL] 603-346.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] A fax back
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] Thank you, [PII] for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][POSITIVE] Thank you. Bye-bye.