AccountId: 011433970860
ContactId: ce4e1457-ef56-4884-b4a6-ec15b23c51c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242410 ms
Total Talk Time (AGENT): 56141 ms
Total Talk Time (CUSTOMER): 54696 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ce4e1457-ef56-4884-b4a6-ec15b23c51c4_20250226T22:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Creswell Clinic dentistry at [PII]. I'm calling to request a fax of dental benefits on a patient.
[AGENT][NEUTRAL] OK Ms. [PII] I can help you with the benefits for a patient um may I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] ID number 125271969601.
[AGENT][NEUTRAL] OK. Let me look up that policy number. It looks a little long. Let me try.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Um, I gave you the primary list this is secondary. It is 614-686.
[AGENT][POSITIVE] OK, that sounds better. Thank you. That's OK.
[CUSTOMER][NEUTRAL] My bad.
[AGENT][NEUTRAL] OK, I've got Ms. [PII] pulled up right here and she is eligible. Her policy is active and her effective date is [PII]. And what is your fax number and I'll get that fax back right over to you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, Ms. [PII], thank you so much for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Thank you so much you have a good rest of your day.
[AGENT][POSITIVE] You too, thank you. We have a good night. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks. Have a good one bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].