AccountId: 011433970860
ContactId: ebaf07b0-c3a5-4427-981f-5b5b6d8d5a0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106620 ms
Total Talk Time (AGENT): 26618 ms
Total Talk Time (CUSTOMER): 40691 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ebaf07b0-c3a5-4427-981f-5b5b6d8d5a0c_20250501T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from Schwartz Dentistry for Children. I'm trying to see if I could get a fax of a patient's dental uh benefit breakdown.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number of that patient?
[CUSTOMER][NEUTRAL] Um, I have 01979049.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. And is there anything you'd like to go over on the phone right now?
[CUSTOMER][NEUTRAL] Um, does it show if they've used, uh, deductibles or max for the year?
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] Uh, don't show the deductibles, uh, been met and don't show anything for [PII] yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome perfect that would be it then. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.