AccountId: 011433970860
ContactId: e69ed81c-c193-4ff2-b95a-258d0caba37e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77930 ms
Total Talk Time (AGENT): 38239 ms
Total Talk Time (CUSTOMER): 34286 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e69ed81c-c193-4ff2-b95a-258d0caba37e_20250217T19:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Anderson and Floyd Dentistry. I am needing you guys to fax your fee schedule for us.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yep it is 0258.
[CUSTOMER][NEUTRAL] 9583.
[AGENT][NEUTRAL] OK, thank you. Excuse me. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], um, birthday is [PII].
[AGENT][NEUTRAL] OK. OK. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII]. [PII]. OK, I will fax this over to you in a few moments. Uh, is there anything else I can assist you with today, Ms. [PII], before I send this over?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No that
[CUSTOMER][POSITIVE] Nope, that should be it thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.