AccountId: 011433970860
ContactId: cb9a00e5-2655-48ad-8206-cfae25f2c290
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65779 ms
Total Talk Time (AGENT): 26172 ms
Total Talk Time (CUSTOMER): 24246 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/2025/02/13/cb9a00e5-2655-48ad-8206-cfae25f2c290_20250213T15:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just trying to verify dental benefits for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your name and a callback number and that policy number?
[CUSTOMER][NEUTRAL] [PII] [PII]. His ID number is [PII].
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, do y'all do fax backs or is it just like a general fax back?
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][POSITIVE] You too thank you bye bye.