AccountId: 011433970860
ContactId: b16fce31-494d-4fab-a5a9-dce9fbd5c6b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132479 ms
Total Talk Time (AGENT): 40177 ms
Total Talk Time (CUSTOMER): 43370 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b16fce31-494d-4fab-a5a9-dce9fbd5c6b6_20250513T18:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm looking for a fax of benefits for a patient.
[AGENT][NEUTRAL] OK. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Phone number here is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh yes, it's 373-336-441.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Uh, do you have the last name or social?
[CUSTOMER][NEUTRAL] Uh, that was the social.
[AGENT][NEUTRAL] Oh, OK. Uh, uh, what was that? [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it's pulling it up. Give me one moment. And you said this was for dental, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, let me pull up their policy number.
[AGENT][NEUTRAL] And do you have that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and I show this policy is effective 484-2825. It's currently active, and then I'll get that faxed over to you. Just give me about 2 minutes.
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][NEUTRAL] Anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] You too bye.