AccountId: 011433970860
ContactId: d0d9cbe8-439f-47df-a88c-0c1f6ad84e89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108190 ms
Total Talk Time (AGENT): 50184 ms
Total Talk Time (CUSTOMER): 40714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d0d9cbe8-439f-47df-a88c-0c1f6ad84e89_20250520T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, do you guys send backpack?
[AGENT][NEUTRAL] We do for dental.
[CUSTOMER][NEUTRAL] OK, uh, yeah, for I know.
[AGENT][NEUTRAL] Oh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, I would like a backpack for a patient, please.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02587317.
[AGENT][NEUTRAL] Thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and you're wanting a fax back. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm. Is she active?
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, so effective date of [PII] of this year. And what is the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and that's 24835, I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments. Uh, is there anything else I can see, uh, Lord word assist you with today?
[CUSTOMER][POSITIVE] Um, no, that is all. Thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.