AccountId: 011433970860
ContactId: afd6929b-eb16-4291-9ba1-fe168ff144b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104779 ms
Total Talk Time (AGENT): 44471 ms
Total Talk Time (CUSTOMER): 30753 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/afd6929b-eb16-4291-9ba1-fe168ff144b5_20250122T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Looking to get a fax.
[AGENT][NEUTRAL] Yeah, fax for
[CUSTOMER][NEUTRAL] Uh, dental
[AGENT][NEUTRAL] OK, so a fax back.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02300275.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we can prepare that document for you and you should receive it within the next 5 to 7 minutes, so let me verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And first name is [PII]
[AGENT][NEUTRAL] OK. And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] Uh, he's been on the policy since [PII]. The policy is active.
[AGENT][POSITIVE] And I've already submitted the fact the schedule over to you so you should receive it within the next 5 to 7 minutes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] Alrighty, anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] That is all?
[AGENT][POSITIVE] Alrighty thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye.