AccountId: 011433970860
ContactId: d0183673-cda6-4343-aed4-7a3718b2392a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311799 ms
Total Talk Time (AGENT): 84202 ms
Total Talk Time (CUSTOMER): 45159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d0183673-cda6-4343-aed4-7a3718b2392a_20250204T16:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Crystal Clinic dentistry at [PII]. I was calling to get dental benefits faxed on a patient.
[AGENT][NEUTRAL] OK, I can help you with that [PII]. uh, could I get a callback number for you please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 614-439.
[AGENT][NEUTRAL] OK, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sowana We [PII].
[AGENT][POSITIVE] OK, thank you so much for.
[AGENT][NEUTRAL] Uh, verifying the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are wanting a dental fax back, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Where, uh, what is the fax number to send this information?
[CUSTOMER][NEUTRAL] 4, yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um would I be sending that to your attention?
[CUSTOMER][NEUTRAL] It would be uh no it would just go straight to our email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get that pulled up and I will get that faxed over. Hold one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't understand select dental. I say select dental.
[AGENT][NEUTRAL] Schedule A Schedule A.
[AGENT][NEUTRAL] Schedule B.
[AGENT][NEUTRAL] Schedule A.
[AGENT][POSITIVE] Yeah here we go.
[AGENT][NEUTRAL] I don't have it.
[AGENT][NEGATIVE] I just don't get it.
[AGENT][NEUTRAL] Option A.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I see how
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1000.
[AGENT][NEUTRAL] On your max.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding, [PII]. I apologize for the wait. Uh, the fax, the fax has been sent. It is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, no, you're fine.
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.