AccountId: 011433970860
ContactId: cb326adb-452d-4aec-b10c-1d625f01ddbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480920 ms
Total Talk Time (AGENT): 65494 ms
Total Talk Time (CUSTOMER): 57790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/cb326adb-452d-4aec-b10c-1d625f01ddbf_20250523T13:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I was wanting to see if I can get a fax of benefits for a patient.
[AGENT][NEUTRAL] Mhm. Sure, I can assist you with the fax back and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Wait, oh, I'm so sorry. It's [PII].
[AGENT][NEUTRAL] Thank you. What's the name of the facility for my notes?
[CUSTOMER][NEUTRAL] Mint M I NT dentistry.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be 231-381-9.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the one [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you. What is the um fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm I'm sorry, give me one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], your attention, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you right now.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's everything. I'm sorry, can I get your name one more time?
[AGENT][NEUTRAL] Sure. My name is So. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And is there a reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Thank you so much for your help, so I really appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling ATL. Have a good day. Bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.