AccountId: 011433970860
ContactId: f2690aa7-e3b8-49d5-b2d0-fcd8bf62d17f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530010 ms
Total Talk Time (AGENT): 97933 ms
Total Talk Time (CUSTOMER): 86627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f2690aa7-e3b8-49d5-b2d0-fcd8bf62d17f_20250618T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII], and I'm calling with Badger Mountain Dental.
[CUSTOMER][NEUTRAL] Um, I believe maybe I talked to you earlier about getting a fax for [PII].
[AGENT][NEUTRAL] I don't know if I remember [PII]. I don't, do you have their policy number? I can pull it up.
[CUSTOMER][NEUTRAL] I do it's 02555701.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was for [PII], was that the patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then do you have date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I don't remember talking with you, but you didn't get the facts back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, um, I called twice, um, and for some reason I guess it's not going through, um, the last rep she tried it with the one and then without the one.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I didn't know if maybe you guys were able to email it to us.
[AGENT][NEUTRAL] I did see somebody ask about that let me see hold on.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, yeah, it looks like they will permit us to email it. What is your email address?
[CUSTOMER][NEUTRAL] Um, so it is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and it's all one word.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just don't want you to have to call back, so give me just a minute to get this filled out and sent over to you. I wanna make sure that you guys get it. I think you talked to [PII] because she had messaged she wasn't sure if she could email it or not.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right. So it just got sent. It should hopefully come in like the next 5 minutes or so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Seems like everything is just running slow and I don't know what's going on.
[AGENT][NEUTRAL] I'm sorry you had to call back a couple of times.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][POSITIVE] You guys are really good so.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes yeah.
[CUSTOMER][NEUTRAL] Nothing yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try again here.
[CUSTOMER][NEUTRAL] And it was [PII].
[AGENT][NEUTRAL] Mhm. And then [PII], just the way it sounds, right? And then dental?
[CUSTOMER][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] OK, yeah, I have [PII] [PII], [PII], [PII] [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check
[AGENT][NEUTRAL] Yeah, I don't see that it's come back. It does show and sent items.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK I don't see it coming through yet. Nothing under spam.
[AGENT][NEUTRAL] I know, right?
[CUSTOMER][NEGATIVE] OK, well, if it didn't kick back and you sent it hopefully it will go through maybe it's just being slow right now.
[CUSTOMER][NEUTRAL] If I don't, I'll just give you guys a call back.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, I'm sorry about that, [PII].
[CUSTOMER][NEUTRAL] I don't know why that was.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, all right, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.