AccountId: 011433970860
ContactId: b6968169-6489-441f-acda-945a2e14dc12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93459 ms
Total Talk Time (AGENT): 37980 ms
Total Talk Time (CUSTOMER): 39744 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/b6968169-6489-441f-acda-945a2e14dc12_20250520T21:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Cooley Family Dental. I am hoping to get a fast track of benefits for a patient.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] There
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The like the subscriber ID?
[AGENT][NEUTRAL] Uh, policy number should start with 01 or 02?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] 02461581
[AGENT][NEUTRAL] Thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK. Uh, let's see. And what is your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will send this off to you. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. Mhm. Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Have a good day bye mhm.