AccountId: 011433970860
ContactId: b7788f0e-4c20-485b-a39d-2e70556fcbe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95819 ms
Total Talk Time (AGENT): 47132 ms
Total Talk Time (CUSTOMER): 38970 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b7788f0e-4c20-485b-a39d-2e70556fcbe8_20250219T16:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to get um a fax or something show for a patient to verify insurance.
[AGENT][NEUTRAL] OK. Is this for medical or dental?
[CUSTOMER][NEUTRAL] General.
[AGENT][NEUTRAL] OK, I can probably in your fax back and your name is?
[CUSTOMER][NEUTRAL] [PII], I'm with Bob Family Dentistry.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is 00615099.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me see.
[AGENT][NEUTRAL] I do show she has a policy see. And what is your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] OK, well, I thank you so much for calling APO Ms. [PII], and you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.