AccountId: 011433970860
ContactId: d630085c-8825-41db-a519-9c4716438d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62419 ms
Total Talk Time (AGENT): 28363 ms
Total Talk Time (CUSTOMER): 26690 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d630085c-8825-41db-a519-9c4716438d24_20250319T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello, [PII]. I think I spoke with you earlier. Uh, for this one, I forgot to ask, my name is [PII] from the dental office. I forgot to ask the claim's address and then the payer ID.
[AGENT][NEUTRAL] The claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 73 1 24.
[AGENT][NEUTRAL] And the payer ID is 60801. It should have been on that fax. Did didn't you get a.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Copy of the fax.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Oh no. Yeah, we received it. I'm sorry that it's not on the fax. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Thank you, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome.