AccountId: 011433970860
ContactId: b6f8d699-201f-48bb-8485-53d3986e0a3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424440 ms
Total Talk Time (AGENT): 86306 ms
Total Talk Time (CUSTOMER): 93252 ms
Interruptions: 3
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b6f8d699-201f-48bb-8485-53d3986e0a3c_20250422T17:07_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, do you guys do fax tax benefits?
[AGENT][NEUTRAL] Yes ma'am we do um can I get your name and your call back number and the name of the facility you're calling from please?
[CUSTOMER][NEUTRAL] Yep, um, so my name is [PII]. Um, a good phone number is [PII]. I'm calling from Palm Family Dental. that's coming in at [PII]. Would you wanna just keep your original appointment?
[AGENT][NEUTRAL] OK, Miss [PII], and um for the fax that that you're requesting, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, we're actually coming at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is [PII]. Birthday is [PII].
[CUSTOMER][NEUTRAL] Um, policy number 026-08931.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] the payment from
[AGENT][POSITIVE] Alright, I do show that [PII] does have an active policy, and if you can give me your fax number, I will get that fax back ready for you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. What was that? No. I was having a really hard time with the system.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Uh, the fax number please.
[CUSTOMER][NEUTRAL] Fax number [PII].
[AGENT][POSITIVE] OK, thank you very much. I'm gonna put you on a quick Miss [PII] while I get this fax ready for you, and I'll be right back down.
[CUSTOMER][NEUTRAL] The first service fee.
[CUSTOMER][NEUTRAL] OK sounds good. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Miss [PII], I'm having a little trouble with my fax machine right now. Can I please get your email address and I'll send this fax back to you by email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, um, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again while I get this email together and I'll be right back just as soon as I get it sent.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] OK. Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for me, Miss [PII]. I have that on its way to you now.
[AGENT][NEUTRAL] The.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much it's just emailing.
[AGENT][POSITIVE] You, yes ma'am, I've already sent that it should be there shortly.
[CUSTOMER][NEUTRAL] OK, alright
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] OK, thank you're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Alright have a great day.
[CUSTOMER][POSITIVE] Um, no, I think she's all set, thank you.
[AGENT][POSITIVE] OK thank you and have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] OK ma'am.