AccountId: 011433970860
ContactId: d04c0e18-4f08-4d27-898b-e21035fa3c9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386279 ms
Total Talk Time (AGENT): 56779 ms
Total Talk Time (CUSTOMER): 55413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d04c0e18-4f08-4d27-898b-e21035fa3c9b_20250509T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling with Woodbridge Dental Care and I'm looking to get a fix of benefits for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the fax back, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's Woodbridge Dental Care.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have her so it's 373-33-6-441.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and may I have her name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect, Ms. [PII]. May I have the fax number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure, yes.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. Uh yeah, I went ahead and sent that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day and happy weekend, Ms. [PII].
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][POSITIVE] Thank you. Thank you. Bye-bye.