AccountId: 011433970860
ContactId: cf749848-fb7b-4e2d-92a5-9878ba8084ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296589 ms
Total Talk Time (AGENT): 62600 ms
Total Talk Time (CUSTOMER): 74446 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/cf749848-fb7b-4e2d-92a5-9878ba8084ea_20250512T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from Dynamic Dentistry, and I was calling to see if I could get a fax of benefits for a patient, please.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can give you a fax back of benefits. Um, may I please get your, you're welcome. Can I get your call back number ma'am just in case the call is dropped.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, uh, the patient is [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] my
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] And everyone who says take my cookies.
[AGENT][NEUTRAL] And do you have her policy number please?
[CUSTOMER][NEUTRAL] Yes, it's 645-622.
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK, let me pull her up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and the effective date is [PII], and if you want to go ahead and give me your fax number, I'll get that fax back ready to send to you.
[CUSTOMER][NEUTRAL] What we're looking at.
[CUSTOMER][NEGATIVE] So they put down.
[CUSTOMER][NEUTRAL] Yes, OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get it ready and I'll be right back.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] You have a wonderful day too and thank you for calling APL. You're welcome bye bye ma'am.
[CUSTOMER][POSITIVE] That is it. Thank you.
[CUSTOMER][POSITIVE] Thank you, bye bye.