AccountId: 011433970860
ContactId: ce5b5411-89f2-46ae-9f65-eacfb9e13644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240380 ms
Total Talk Time (AGENT): 55221 ms
Total Talk Time (CUSTOMER): 49289 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ce5b5411-89f2-46ae-9f65-eacfb9e13644_20250121T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's it's [PII] at the Creswell Clinic dentistry. I'm calling to get a dental fax of benefits on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can give you a fax back. uh, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 690633.
[AGENT][NEUTRAL] OK, let me look up this policy.
[AGENT][NEUTRAL] OK, I do show that he has an active policy. Um, his effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you give me your fax number, I'll send you that fax back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will put you on a brief hold while I get that fax back ready for you and, and I'll get back just a second. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] To be
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] back with you again. I have that fax back on its way to you.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You too, Ms. [PII], thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.