AccountId: 011433970860
ContactId: b9049b4c-5a94-4299-b3fa-f8181e3c3758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124620 ms
Total Talk Time (AGENT): 56451 ms
Total Talk Time (CUSTOMER): 40086 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b9049b4c-5a94-4299-b3fa-f8181e3c3758_20250513T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if there's any way you could fax benefits for a patient.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure it's 00603828.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And let's see. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, yes, I can send you a fax back. Give me half a moment to see.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII], no, I'm sorry, [PII].
[CUSTOMER][POSITIVE] Yes ma'am, I do that all the time.
[AGENT][NEUTRAL] Oh, I, I don't even have dyslexia, but it still messes up. OK, is, was that correct? I'm sorry.
[CUSTOMER][POSITIVE] That was correct, yes ma'am, no, you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it. I hope you have a great day.
[AGENT][POSITIVE] Alright, you too, and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well. Well, not thank you for calling, but have a good week.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, ma'am. Bye.
[CUSTOMER][POSITIVE] Thank you, bye girl.
[AGENT][NEUTRAL] Bye.