AccountId: 011433970860
ContactId: de134621-2b47-40c0-b25e-d85764f776a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93430 ms
Total Talk Time (AGENT): 35972 ms
Total Talk Time (CUSTOMER): 28112 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/de134621-2b47-40c0-b25e-d85764f776a7_20250218T14:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was hoping to get a fax back of a patient's dental benefits.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] from Southern Roots Dentistry.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 603-403
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII] [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's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day. I'll fax you those benefits. Thank you.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.