AccountId: 011433970860
ContactId: de6e0be5-88c4-4616-ba35-48fb0a1d93ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110690 ms
Total Talk Time (AGENT): 52007 ms
Total Talk Time (CUSTOMER): 31260 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/de6e0be5-88c4-4616-ba35-48fb0a1d93ca_20250423T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to get a fax for the patients benefits, please.
[AGENT][NEUTRAL] I'm so sorry, uh, what was that?
[CUSTOMER][NEUTRAL] I need to get a fax of a patient's benefits, the dental.
[AGENT][NEUTRAL] OK, yeah, I can send a fax back to you um what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 02569303.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII] and what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and get this sent to you now um would you mind spelling your name for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Got it. OK, I will go ahead and send this now. I should get it within about 10 minutes or so. And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'd be all.
[AGENT][POSITIVE] Alright, well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too now. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.