AccountId: 011433970860
ContactId: d5bb2117-21f8-4fb1-83e5-8623d10dd7f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397029 ms
Total Talk Time (AGENT): 53771 ms
Total Talk Time (CUSTOMER): 56593 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d5bb2117-21f8-4fb1-83e5-8623d10dd7f5_20250115T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I am calling for a fax of benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, is, is this for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yes, I can assist you with the fax bag. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], the number you just provided to me is it the fax number or the callback number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. The callback number.
[AGENT][NEUTRAL] OK, and may I have the policy number of the patient?
[CUSTOMER][NEUTRAL] The policy number is 616.
[CUSTOMER][NEUTRAL] 941
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK, may I have the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh [PII] is the fax number. Is it OK to put it to your attention?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh yes ma'am, that'll be great.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] All right, well thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][POSITIVE] All right thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.