AccountId: 011433970860
ContactId: d08b35b9-ee1e-4e83-8694-44cdc2ecd2f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268429 ms
Total Talk Time (AGENT): 100017 ms
Total Talk Time (CUSTOMER): 98694 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d08b35b9-ee1e-4e83-8694-44cdc2ecd2f7_20250210T14:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at Okwana Family Dental. I was given a, um, call back to you all to see about a patient, um, Mr. [PII]. I'm waiting on a fax.
[AGENT][POSITIVE] OK, and I'm so sorry, may I have your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][POSITIVE] That's OK, no problem, thank you so much and what is that policy number please [PII]?
[CUSTOMER][NEUTRAL] I did not have a policy number. Let me see, the number I have is 247-86-02574805 [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I'm sorry, give me one. What is your callback number please [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mr. [PII], OK, that's not one of our policy numbers. I was thought maybe that was a social, but I don't think so. You said [PII], OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You want a date of birth? Would that help you?
[AGENT][NEUTRAL] Let me see if I actually I need to find a patient's name first. Give me one second.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] And who did you speak with? I'm sorry.
[CUSTOMER][NEUTRAL] It was a lady. I did not catch her name, but they was gonna fax it over and it's been like 25 minutes now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] OK, and what state did Mr. [PII] lives in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, let's see, I'm still looking I'm sorry.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Would you happen to have his address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is his date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much alright I was able to locate the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is your fax number please [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, and let me provide you with that policy number please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please do.
[AGENT][NEUTRAL] That way you'll, yes, of course, of course, yes ma'am, it is 257-467-9.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Alright, and I will get that faxed over to you.
[CUSTOMER][NEUTRAL] Do you think it do you think it affects faster or could you email it? What do you think would be the quickest? It's [PII].
[AGENT][NEUTRAL] OK, what is your email?
[AGENT][NEUTRAL] OK, and I'm gonna have you spell that out for me please.
[CUSTOMER][NEUTRAL] OK, that's uh OK [PII].
[AGENT][NEUTRAL] OK, so let me just spell it to you. I have that as [PII].
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][POSITIVE] OK, I will get that emailed over to you. I'm sorry about that.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate your help. And what's your name sweetheart?
[AGENT][POSITIVE] You're welcome and thank you of course I'm sorry my name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much. I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII] You have a good day and thanks for calling APL. Thank you.
[CUSTOMER][NEUTRAL] All right, bye bye. Mhm.
[AGENT][NEUTRAL] Mm bye bye.