AccountId: 011433970860
ContactId: acbfd94b-aa9b-47c0-a5e6-45ff2fae3bde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91220 ms
Total Talk Time (AGENT): 26701 ms
Total Talk Time (CUSTOMER): 40268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/acbfd94b-aa9b-47c0-a5e6-45ff2fae3bde_20250520T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Forest Hi Dental Care, and I am just trying to get a benefit breakdown for a patient for dental.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, subscriber ID is 772126.
[CUSTOMER][NEUTRAL] 1970 on 1 a week.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, um, I can fax over a fax back that shows the entire breakdown of benefits if you'd like or if there's something we need to go over on the phone, I can do that as well.
[CUSTOMER][POSITIVE] Uh, fax back would be great.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.