AccountId: 011433970860
ContactId: af819f2a-2f5d-48c1-ae72-f2de86b69ec8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337600 ms
Total Talk Time (AGENT): 95899 ms
Total Talk Time (CUSTOMER): 79627 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/af819f2a-2f5d-48c1-ae72-f2de86b69ec8_20250210T21:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Walton Boulevard Dental. How are you?
[AGENT][NEUTRAL] I'm fine, Miss [PII], and yourself?
[CUSTOMER][NEUTRAL] Oh, doing just fine. We have a patient who is here in our office right now. We were waiting on a fax back but we haven't received it yet. We're just trying to verify benefits before.
[AGENT][NEUTRAL] Uh oh, it wasn't me, was it? I thought.
[CUSTOMER][NEGATIVE] I hope not.
[CUSTOMER][NEUTRAL] But I'm not sure um.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure it's 023.
[CUSTOMER][NEUTRAL] 18753.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was me.
[AGENT][NEGATIVE] I didn't send it
[CUSTOMER][POSITIVE] Oh, we could still be friends.
[CUSTOMER][NEUTRAL] Let me just verify that fax number.
[AGENT][NEUTRAL] Uh, let me see what I got.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 479.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 755.
[CUSTOMER][NEUTRAL] 320 1.
[AGENT][NEUTRAL] And let me see what I. That's the number. Alright, give me half a moment, I'll do what I'm on the phone with you.
[CUSTOMER][POSITIVE] Thank you so much I appreciate that.
[AGENT][NEUTRAL] You're welcome. Let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I tried 3 attempts and abandon. OK, let me try one more time.
[CUSTOMER][NEUTRAL] Oh weird.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] All right, I just sent it.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help.
[AGENT][NEGATIVE] Yes, ma'am. Let me double check cause yeah, I went several times, I tried and then it abandoned after 3 attempts.
[CUSTOMER][NEUTRAL] Huh, weird.
[CUSTOMER][NEUTRAL] I know it's been working today so I'm not sure why it's not working for you and I'm sorry about that.
[AGENT][NEUTRAL] No, no, it's fine.
[CUSTOMER][NEUTRAL] And you have the
[CUSTOMER][NEUTRAL] And you have the right number?
[AGENT][NEUTRAL] Uh yes, ma'am. The [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Any chance you could email it?
[AGENT][NEUTRAL] Oh, sure. What's the email address?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try to email it.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, let me make sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, I'll email, um.
[AGENT][NEUTRAL] Policy, no.
[AGENT][POSITIVE] OK, I'll send it in a few moments, uh, so hopefully you received it in a few moments.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Thank you for letting us know. If it, if you don't receive the email or the fax, just give us a call back.
[CUSTOMER][POSITIVE] OK will do thank you.
[AGENT][POSITIVE] Yes, ma'am. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Right.