AccountId: 011433970860
ContactId: e6b1be1c-c5bb-4358-9231-de7feeab3074
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119129 ms
Total Talk Time (AGENT): 42397 ms
Total Talk Time (CUSTOMER): 48192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e6b1be1c-c5bb-4358-9231-de7feeab3074_20250520T18:51_UTC.wav
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[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Creswell Clinic dentistry at [PII]. I was calling to get a dental benefitfa on a patient of ours.
[AGENT][NEUTRAL] Sure, I can provide a fax back. Can I get a good call back number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 614-444.
[AGENT][NEUTRAL] So 4 4s in a row, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just wanna make sure that's a lot.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you're just wanting a fax back?
[CUSTOMER][POSITIVE] Yep, of dental benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me read that back to you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] let me grab your
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Alright, give me about 5 minutes and uh be on the lookout for that fax, OK? Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Sounds good thank you so much. No, that's it.
[AGENT][POSITIVE] Alright, you have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.