AccountId: 011433970860
ContactId: d30b6aec-87ba-4f49-8a89-7797e63b666c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108180 ms
Total Talk Time (AGENT): 47817 ms
Total Talk Time (CUSTOMER): 42128 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d30b6aec-87ba-4f49-8a89-7797e63b666c_20250605T13:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a dental provider's office, and I was just looking to see if I could get a fax for a patient's dental plan.
[AGENT][NEUTRAL] Sure, I can fax you over the fax back and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yep, it's 02105550.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yep, first name's [PII], last name's [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment.
[AGENT][NEUTRAL] Um, while I pull up the policy or fax back.
[AGENT][NEUTRAL] And what's a good fax number for you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And do I need to put attention to call?
[CUSTOMER][NEUTRAL] Uh, no, it's because it's, uh, private fax, so it'll come straight to me.
[AGENT][NEUTRAL] OK. And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, well, I'm sending this over to you right now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'd be everything thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.