AccountId: 011433970860
ContactId: d28da1f8-16ea-42ba-b7dd-2a3690e91872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77949 ms
Total Talk Time (AGENT): 16753 ms
Total Talk Time (CUSTOMER): 34413 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d28da1f8-16ea-42ba-b7dd-2a3690e91872_20250416T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at the Creswell Clinic Dentistry. I'm calling to get a fax of dental benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with that back back. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it is 6143 614-347.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll get that faxed over. It'll just take about 2 minutes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.