AccountId: 011433970860
ContactId: eabd0f12-bcb6-4e72-a3b6-fc669ab25309
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383329 ms
Total Talk Time (AGENT): 69491 ms
Total Talk Time (CUSTOMER): 51196 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/eabd0f12-bcb6-4e72-a3b6-fc669ab25309_20250115T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Main Street Dental Care. How are you?
[AGENT][POSITIVE] I'm good. How about you, Miss [PII]?
[CUSTOMER][POSITIVE] Good. I'm very sorry to bother you. I was wondering if you could send me a fax back for my patient, please.
[AGENT][POSITIVE] Sure, I can assist you with the fax back. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 604-537
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] OK. And you said your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, all right, thank you. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] No, please, I appreciate it very much.
[AGENT][NEUTRAL] You're welcome. One moment, I'm gonna put you on a brief hold so I can send this fax, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[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 Miss [PII]. Yeah, I'm gonna ahead and send that over to you. Should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Um, just your name and a reference number, and I really appreciate it. Thank you.
[AGENT][NEUTRAL] You're welcome. Uh, my name is [PII]. That's [PII], and we don't have reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] Well thank you so much I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII]. Thank you for calling ATL. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye.