AccountId: 011433970860
ContactId: e9159857-dc7b-46d6-9289-1004741ca692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108349 ms
Total Talk Time (AGENT): 37853 ms
Total Talk Time (CUSTOMER): 39459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e9159857-dc7b-46d6-9289-1004741ca692_20250114T16:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from a dental office. I was wondering if I could get um a fax with um benefits for a patient.
[AGENT][NEUTRAL] Yes, ma'am. Do you have a callback number I can get?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02269235.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was the patient's name?
[CUSTOMER][NEUTRAL] The patient is um it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you wanted to fax back the benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. This policy actually canceled 10, 6, or 24. Hold on just a moment. Let me see if they have any active coverage.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I do not see another policy, so it did cancel 106 of 24.
[CUSTOMER][POSITIVE] 16 or 24. OK, well I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's everything thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You