AccountId: 011433970860
ContactId: acaaa9b8-89f4-4626-9721-0986a601bc17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81800 ms
Total Talk Time (AGENT): 30207 ms
Total Talk Time (CUSTOMER): 39671 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/acaaa9b8-89f4-4626-9721-0986a601bc17_20250219T14:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII], and I was just wanting to see if I could get a fax back for a patient's dental benefits, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Um, callback number is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02560610.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth that you're requesting to fax back for?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] The patient is [PII], birth date is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I apologize, could you provide me with your name again and a and a fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], that's with a K or a C?
[CUSTOMER][NEUTRAL] Um, fax number is.
[CUSTOMER][NEUTRAL] A C.
[AGENT][NEUTRAL] Thank you and what's your fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That is all that I need.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks goodbye.