AccountId: 011433970860
ContactId: ad7e0ce5-72ca-4659-a3a5-133df4452df2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193399 ms
Total Talk Time (AGENT): 56983 ms
Total Talk Time (CUSTOMER): 50542 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ad7e0ce5-72ca-4659-a3a5-133df4452df2_20250124T16:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to get dental benefits for a patient please.
[AGENT][POSITIVE] Oh yeah, I'd love to help you with some dental benefits today. Do you mind if I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number we want to look at, Miss [PII]?
[CUSTOMER][NEUTRAL] 716-566.
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for your patience. Would you be able to verify for me, please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Uh, patient is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, I do see that here. And are you wanting a fax back of benefits for Miss [PII]?
[CUSTOMER][POSITIVE] Like this one.
[CUSTOMER][POSITIVE] Yeah that'd be perfect.
[AGENT][POSITIVE] Perfect, let me get that pulled up for you.
[CUSTOMER][NEUTRAL] So you're
[CUSTOMER][POSITIVE] You got it. I'll do it
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you giving me more?
[CUSTOMER][NEUTRAL] Uh, what is it?
[CUSTOMER][NEUTRAL] The ones that they didn't pick up or what? Yeah.
[AGENT][POSITIVE] I'm just waiting for that fax box to load and I'll be able to get it faxed to you one second.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And do you want that made attention to yourself, Miss [PII]?
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][NEUTRAL] And what's that fax number today, ma'am?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, I have [PII].
[CUSTOMER][NEUTRAL] We do that.
[CUSTOMER][NEUTRAL] No, uh, [PII].
[AGENT][POSITIVE] Thank you. I appreciate that.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] And I'm hitting send on that now for you, Ms. [PII]. It should be coming your way. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Nope that's all thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for calling APL and you have such a fabulous day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye.