AccountId: 011433970860
ContactId: e29df125-cd6f-4317-9f36-d36457554f9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324209 ms
Total Talk Time (AGENT): 49779 ms
Total Talk Time (CUSTOMER): 46524 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/e29df125-cd6f-4317-9f36-d36457554f9c_20250102T15:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. So my name is [PII] and I'm calling from provider's office Dental. I just need to get a fax back on a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with the fast pack. I didn't get your name.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02460689
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, no, sorry, that's their cell phone, our phone number [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me repeat it back. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, OK. All right, let me go ahead and send this over to you. Um, do you mind holding for me while I send it while I got you on the line?
[CUSTOMER][POSITIVE] No, you're good mhm you're good.
[AGENT][NEUTRAL] OK, thank you, one moment.
[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 being patient for me, Ms. [PII]. 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][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling EPO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.