AccountId: 011433970860
ContactId: d567d4a8-3cf2-4268-8747-2535a9fed757
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93400 ms
Total Talk Time (AGENT): 33738 ms
Total Talk Time (CUSTOMER): 37520 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/d567d4a8-3cf2-4268-8747-2535a9fed757_20250411T13:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify, um, dental eligibility and possibly obtain a fa back.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, it is gonna be 2,103,620.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm, of course.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That is gonna be um [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting to fax back of the benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can fax that to you. What is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's gonna be it thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.