AccountId: 011433970860
ContactId: c27c47f0-ebe1-49d4-b6e5-bcbfb39623c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117650 ms
Total Talk Time (AGENT): 51955 ms
Total Talk Time (CUSTOMER): 33535 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/c27c47f0-ebe1-49d4-b6e5-bcbfb39623c4_20250304T17:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to request a fax back of benefits.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Sure, this is [PII]. I'm calling with Aero Dental Center.
[AGENT][NEUTRAL] OK, and Miss [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is 613597.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um Miss [PII].
[AGENT][NEGATIVE] Oh, come on.
[AGENT][NEGATIVE] Give me one moment, my computer froze on me.
[CUSTOMER][POSITIVE] No worries, it's been a day today. I feel like this is Monday part two, the way my day's been going anyways.
[AGENT][NEUTRAL] I know, it feels it seems that way, doesn't it?
[AGENT][NEUTRAL] The continuation of Monday. Oh, let's see, and this is for Ms. [PII], and verify her date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and give me a moment. And do you have a callback number in case the call drops Miss [PII]?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [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, Ms. [PII]?
[CUSTOMER][POSITIVE] Nope that was it thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.