AccountId: 011433970860
ContactId: cacf4c91-0326-480b-83c1-9a78fddafd13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88279 ms
Total Talk Time (AGENT): 20550 ms
Total Talk Time (CUSTOMER): 38994 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/cacf4c91-0326-480b-83c1-9a78fddafd13_20250424T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I was trying to see if I can get a fax of a patient's dental benefits.
[AGENT][NEUTRAL] Sure, I can help you with the fax back. Do you have a, uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh hi [PII] and I'm calling from Dumas Family Dental.
[AGENT][NEUTRAL] OK. And your number?
[CUSTOMER][NEUTRAL] Oh, you said phone number [PII].
[AGENT][NEUTRAL] Can you have the policy number of the patient, [PII].
[CUSTOMER][NEUTRAL] It's gonna be it's my neck.
[CUSTOMER][NEUTRAL] 00717165
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Dr. [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll get this faxed over. It just takes about 5 minutes.
[CUSTOMER][POSITIVE] All right thank you have a great day.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] Alright bye bye.