AccountId: 011433970860
ContactId: ad003e78-ad59-4c5e-9b34-cedf964df425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103400 ms
Total Talk Time (AGENT): 43669 ms
Total Talk Time (CUSTOMER): 35186 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ad003e78-ad59-4c5e-9b34-cedf964df425_20250529T12:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from a provider's office. I just need to get a, uh, breakdown of the patient's dental benefits.
[AGENT][POSITIVE] OK. Happy to help [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] It is 02622010.
[AGENT][NEUTRAL] Alright, let me pull that up one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. One moment.
[AGENT][NEUTRAL] Right, so patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then if you need us to we can send you a fax back with a breakdown. I can also verbally give you whatever you need, uh, whatever works best.
[CUSTOMER][POSITIVE] Uh, fax back is great.
[AGENT][NEUTRAL] OK, what's a good fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Should we mark attention to anybody or?
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] OK. Uh, give it about 5 minutes and it should be on its way, right?
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.