AccountId: 011433970860
ContactId: d3829c05-9a5e-4f6c-88e4-448c337ab6f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91000 ms
Total Talk Time (AGENT): 45429 ms
Total Talk Time (CUSTOMER): 34854 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d3829c05-9a5e-4f6c-88e4-448c337ab6f4_20250505T13:55_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], I was just calling to get a patient's dental benefits.
[AGENT][POSITIVE] All right, I'm happy to check on benefits. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02283376.
[AGENT][NEUTRAL] Alright, let me just pull this up here.
[AGENT][NEUTRAL] And then for documentation, can I get your first name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] All right. What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII] Birthday is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect, so patient is active. The effective date on here is [PII].
[CUSTOMER][POSITIVE] Perfect, is there a way I can get a fax back of those?
[AGENT][POSITIVE] Yeah, absolutely. I was just gonna say if you guys need one we can send one over. What's a good fax number?
[CUSTOMER][POSITIVE] Awesome, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] All right. So that should be there in about 5 minutes. Anything else I can get for you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thanks. Bye bye.
[AGENT][NEUTRAL] Bye-bye.