AccountId: 011433970860
ContactId: d7867be1-5914-4b0d-b1c6-6229f99f809b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119599 ms
Total Talk Time (AGENT): 42879 ms
Total Talk Time (CUSTOMER): 50404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d7867be1-5914-4b0d-b1c6-6229f99f809b_20250304T14:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm wonderful, thank you so much for asking. I was wondering, do you guys provide fax bags for patient benefits and eligibility?
[AGENT][NEUTRAL] We do. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] and I'm with Main Street Family Dentistry in [PII].
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, so the phone number is gonna be [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number that we have on file. I'm sorry, let's see.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, what we have is 02597844.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient is gonna be Ms. [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were just wanting to fax back a benefits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can fax that to you. What is your fax number?
[CUSTOMER][NEUTRAL] Fax number is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.