AccountId: 011433970860
ContactId: dfc1767d-da01-4383-9802-b669cf76e28a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212100 ms
Total Talk Time (AGENT): 42197 ms
Total Talk Time (CUSTOMER): 83304 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/dfc1767d-da01-4383-9802-b669cf76e28a_20250612T18:12_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] from Modern Family Dentistry.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I called earlier this morning about [PII] and um y'all were supposed to send me a fax back for him but I never received it.
[AGENT][NEUTRAL] I'm sorry, what is his policy number? Let me pull it up.
[CUSTOMER][NEUTRAL] It's 02565378.
[CUSTOMER][POSITIVE] I think they bring you.
[CUSTOMER][NEUTRAL] Oh, OK, so I.
[CUSTOMER][NEUTRAL] I did it. I purchase you have these. I don't know if you do you have this one?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Oh yeah, that
[AGENT][NEUTRAL] All right, [PII], what is the fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is 843-767.
[CUSTOMER][NEUTRAL] 651 9.
[AGENT][NEUTRAL] Just a second here.
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] OK. I just sent it. It may take a few moments, but did you need me to check anything off the fax back for you? Do you need me to verbally give you anything?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no, ma'am, the lady this morning did.
[AGENT][NEUTRAL] OK, um, I did resend it so I sent it to [PII], is that right?
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Mhm, yes ma'am it is.
[AGENT][NEUTRAL] OK. Um, yeah, I, so I can wait if you wanna make sure you get it or, you know, it should be there in a few moments.
[CUSTOMER][NEUTRAL] What was
[CUSTOMER][NEUTRAL] OK, um, let's see, uh, OK.
[AGENT][POSITIVE] Totally up to you. I don't mind waiting for a few.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let's see um.
[CUSTOMER][NEUTRAL] A baby, there we go. I can't think of it.
[CUSTOMER][NEUTRAL] Yeah, um, I, I was just gonna ask you about that. Um, if I don't call, I mean, if I don't get it, I'll call you back later, OK?
[AGENT][POSITIVE] OK, not a problem.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.