AccountId: 011433970860
ContactId: cffac3ab-6feb-4c06-af61-a6830e23a870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81449 ms
Total Talk Time (AGENT): 37529 ms
Total Talk Time (CUSTOMER): 33789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/cffac3ab-6feb-4c06-af61-a6830e23a870_20250414T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, yes, uh, my name is [PII] and I'm with Wheat Family Dental. I was wondering if I could get a fax back of benefits, please.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 026-06632.
[AGENT][POSITIVE] Alright, thank you for that.
[AGENT][NEUTRAL] And can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], birthday [PII].
[AGENT][POSITIVE] Thank you so much. So what is a good fax number to send this to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, just to confirm, that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] 0, 4384. I'm sorry.
[CUSTOMER][POSITIVE] Yes ma'am, you're OK.
[AGENT][NEUTRAL] All right. Give me about 5 minutes and that should be over. Uh, the patient is active if you need that. The effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.