AccountId: 011433970860
ContactId: d88e8379-3a0a-4d6a-a4de-a3a5b2f07f8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87610 ms
Total Talk Time (AGENT): 41217 ms
Total Talk Time (CUSTOMER): 31894 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d88e8379-3a0a-4d6a-a4de-a3a5b2f07f8e_20250129T22:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at the Creswell Clinic Dentistry. I was calling to request a fax of dental benefits on a patient.
[AGENT][POSITIVE] OK, I'm happy to get that over to you, [PII]. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] Yeah, whenever you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 718296.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So the patient's plan is active. It looks like the effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], what is a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, it's on its way. It should be there in about 5 minutes. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] Sounds good. No, ma'am, that was perfect. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.