AccountId: 011433970860
ContactId: decc018c-d06a-4dee-b7b7-8c8c0b7db0af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218500 ms
Total Talk Time (AGENT): 58936 ms
Total Talk Time (CUSTOMER): 43631 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/decc018c-d06a-4dee-b7b7-8c8c0b7db0af_20250317T19:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to get a fax back um for dental benefits on a couple of patients.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me, uh, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 1167796.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] This one is for [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you are calling for a dental fax back.
[AGENT][NEUTRAL] Hold one moment I'll get that pulled.
[AGENT][NEUTRAL] So I can get that over to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's weird to see I get like.
[CUSTOMER][NEUTRAL] Yeah, really
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, [PII], am I going to be sending that to your attention?
[CUSTOMER][POSITIVE] Yes, if you could please.
[AGENT][NEUTRAL] OK, and what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it's on its way. And what is the next, um,
[AGENT][NEUTRAL] Member or is it a different policy number?
[CUSTOMER][NEUTRAL] The yeah it's on the same.
[CUSTOMER][NEUTRAL] No, it's on the same policy. This one is for [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's date of birth is [PII].
[AGENT][NEUTRAL] OK, I do show him active.
[AGENT][NEUTRAL] And let me get that.
[AGENT][POSITIVE] OK, it is on its way. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, it was just for them too thank you.
[AGENT][POSITIVE] OK. You're welcome. You have a wonderful day and thank you for calling APO.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.