AccountId: 011433970860
ContactId: f22c5a67-79f1-443f-a415-78966bf4e80f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74069 ms
Total Talk Time (AGENT): 19317 ms
Total Talk Time (CUSTOMER): 32747 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/f22c5a67-79f1-443f-a415-78966bf4e80f_20250415T16:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm with Park Lane Family Dental. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good. I was just calling to get a uh fax back of uh benefits.
[AGENT][NEUTRAL] OK, [PII], do you have the, do you have the policy number?
[CUSTOMER][NEUTRAL] For a patient of ours?
[CUSTOMER][NEUTRAL] Yeah give me one quick second. It is.
[CUSTOMER][NEUTRAL] 614-654
[AGENT][NEUTRAL] And [PII], do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] [PII]. I'm I'm sorry, sorry, fax number sorry [PII].
[AGENT][POSITIVE] OK, give me about 2 minutes and you'll get that fax back. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.