AccountId: 011433970860
ContactId: e295454c-1b17-43cd-b1b8-40fd77bd6cc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355769 ms
Total Talk Time (AGENT): 47397 ms
Total Talk Time (CUSTOMER): 49677 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e295454c-1b17-43cd-b1b8-40fd77bd6cc4_20250106T18:13_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get a fax back on a dental benefit patient.
[AGENT][NEUTRAL] Mhm. Sure. I can assist you with the fax bag. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 718296.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEGATIVE] It's not pulling it up on the on the web.
[AGENT][NEUTRAL] OK, and what is the fax number where I can send it to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and be impatient for me. OK, I went ahead and send that over to you it should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that was it. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.