AccountId: 011433970860
ContactId: edbdbde3-6354-4d82-8ea9-db2378b2032f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213789 ms
Total Talk Time (AGENT): 57100 ms
Total Talk Time (CUSTOMER): 55653 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/edbdbde3-6354-4d82-8ea9-db2378b2032f_20250327T16:37_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Irwin Dental Center. I'm calling because I'm trying to um get a fax back of benefits for a patient.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] I know you guys are very good about [PII].
[AGENT][NEUTRAL] And do you have the patient policy number?
[CUSTOMER][NEUTRAL] Yeah, 2059617171.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, I didn't pull anything up under that. Will you give that to me one more time?
[CUSTOMER][NEUTRAL] Yeah, 2059617171.
[AGENT][NEUTRAL] Um, yeah, it's not pulling anything up. What's that last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see. I got something on that.
[AGENT][NEUTRAL] Sorry, give me just one moment.
[CUSTOMER][POSITIVE] You're totally fine.
[AGENT][NEUTRAL] I see two policies here. Let me see which one, maybe one is, OK, it looks like this one's actually.
[CUSTOMER][NEUTRAL] I have a group number. I have a group number of 70,030.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] Do you have her birthday?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. Uh, this is the policy number we have on file that's active. Um, it's 259-6171.
[CUSTOMER][NEUTRAL] Can I repeat that back just to make sure I have it correct. 259-617-1?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then what's your fax number?
[CUSTOMER][NEUTRAL] My fax number is [PII].
[AGENT][NEUTRAL] And put that to your attention.
[CUSTOMER][NEUTRAL] Sorry you broke up there.
[AGENT][NEUTRAL] Uh, do I put that to your attention?
[CUSTOMER][NEUTRAL] Uh, you can just put it direct to that, um, fax number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, just give me one moment and I'll get that faxed to you and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No that is it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.