AccountId: 011433970860
ContactId: af6ebf36-0e2f-4821-a06b-a51ef9647484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76629 ms
Total Talk Time (AGENT): 30510 ms
Total Talk Time (CUSTOMER): 36288 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/af6ebf36-0e2f-4821-a06b-a51ef9647484_20250311T15:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] and I'm calling with dental care Flora. I need to see if I can get a fax back of benefits for a patient.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, my callback number is [PII].
[CUSTOMER][NEUTRAL] And um the ID number is 602256.
[AGENT][NEUTRAL] Thank you. And could you verify that patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And [PII], you're calling to request the fax back. What were you, could you provide me with the fax number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] I have [PII] and you're calling to request to schedule a few schedule sent over for [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, that is all.
[AGENT][POSITIVE] Pleasure speaking with you thanks for calling APL. Have a great day bye bye.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you bye bye.
[AGENT][POSITIVE] Thanks bye.