AccountId: 011433970860
ContactId: cc8a231f-9104-41df-82f7-6fd56a4b6193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150270 ms
Total Talk Time (AGENT): 47351 ms
Total Talk Time (CUSTOMER): 67567 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/cc8a231f-9104-41df-82f7-6fd56a4b6193_20250225T14:50_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes ma'am [PII] I'm calling to get some um insurance benefits faxed over.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] it's just
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], could you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] 427-609-968.
[AGENT][NEUTRAL] Is this a policy number or something else? Because it's too long to be a policy number.
[CUSTOMER][NEUTRAL] That is their uh might be their social hang on let me pull up.
[AGENT][NEUTRAL] Could you give it to me again?
[CUSTOMER][NEUTRAL] 427-609-968
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you, [PII]. What is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] so
[AGENT][NEUTRAL] Trying to find her policy.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Could you verify [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to request to fax back a dental dental schedule, correct? What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] I'll place you on a brief hold while I send this over for you.
[CUSTOMER][POSITIVE] Alright, she'll like that
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright [PII], so I've sent this information over for you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks, goodbye.
[CUSTOMER][NEUTRAL] Alright bye