AccountId: 011433970860
ContactId: c71d4f4d-e12c-4e3e-b984-3b616f905427
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447760 ms
Total Talk Time (AGENT): 133431 ms
Total Talk Time (CUSTOMER): 154574 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c71d4f4d-e12c-4e3e-b984-3b616f905427_20250109T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I had just called and requested a fax back of a breakdown of benefits for a dental patient, and I'm having issues with my fax server so I didn't know, is there a way that a breakdown could be emailed?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Absolutely, uh, first, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] Like you did
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] And I have her subscriber ID number as well.
[AGENT][NEUTRAL] Yes, ma'am. Can I get that from you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02552506.
[AGENT][NEUTRAL] Thank you. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this was just make sure it was.
[AGENT][NEUTRAL] I am pulling her policy in now so I know which fax back to send to you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Why he did what we were estimating.
[CUSTOMER][NEGATIVE] So they didn't pay
[AGENT][POSITIVE] OK, I'm getting it ready um I'm gonna do it while we're on the phone together to make sure you get it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, they just didn't pay us too much.
[CUSTOMER][POSITIVE] I have the seat will be with you shortly.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Your cleaning appointment? OK.
[AGENT][NEUTRAL] OK, can you give me your fax number, I'm sorry, your email address?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] And it's one word?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get this together.
[AGENT][NEUTRAL] If I can send it to you.
[CUSTOMER][NEUTRAL] of my statements from.
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] I'm making sure I sent you the right one in the attachment so I don't send you somebody else's and then now I'm pushing send.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's on its way to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me switch screens to get into email here.
[AGENT][NEUTRAL] And you just let me know if you received it.
[CUSTOMER][NEUTRAL] And then with uh the card it would be at um 80% surcharge how much you have.
[CUSTOMER][NEUTRAL] Let me make sure it doesn't go through junk mail somewhere.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, oh
[CUSTOMER][NEUTRAL] Inbox.
[CUSTOMER][NEUTRAL] I'm not seeing anything yet, but it doesn't mean anything.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me refresh my screen.
[AGENT][NEUTRAL] I'm gonna refresh my sent box too and make sure that it went through.
[AGENT][NEUTRAL] It's still sending.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] It says sending message one of one on my screen.
[AGENT][NEUTRAL] So it's still trying to go through.
[CUSTOMER][NEUTRAL] Don't you just love modern technology?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] And it's so funny because we send fax backs like several times during the day and it's crazy because when I talked to customers on the phone and insured and we tell them that they can uh fax in their claim form they're like oh my god you guys still have fax.
[CUSTOMER][NEUTRAL] Um, what's the
[CUSTOMER][NEUTRAL] We use fax all the time. I mean, how else do you do it other than fax or email like.
[AGENT][NEUTRAL] Oh, we do too.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean what's the other what's their option? I don't understand.
[AGENT][POSITIVE] Right, we do too.
[AGENT][NEUTRAL] To do it all on the computer.
[AGENT][NEUTRAL] To upload it and download it on the computers the way they like to do it.
[AGENT][NEUTRAL] Which we do have that too, but, and it's usually the younger kids that aren't used to facts that will be like, oh my [PII], you still have facts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So you're [PII], right?
[CUSTOMER][POSITIVE] Or it came from a Toy Cunningham email yep, I got it. Thank you so very much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, that's me. Well, that's.
[AGENT][POSITIVE] OK, you're so welcome. I'm glad you got it you guys have a great rest of your day and thanks for calling APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You as well ma'am thank you mhm bye bye.
[AGENT][NEUTRAL] Alright bye bye.