AccountId: 011433970860
ContactId: facb965e-0988-44d0-b7b4-e2ea5c9c75c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107370 ms
Total Talk Time (AGENT): 36452 ms
Total Talk Time (CUSTOMER): 51351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/facb965e-0988-44d0-b7b4-e2ea5c9c75c8_20250227T18:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Good good thank you I am calling from a dental office and I'm I'm calling for benefits for patients.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In the
[CUSTOMER][NEUTRAL] And this is he's calling on the I don't know why he's calling on the other line right right now.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And you have his policy number?
[CUSTOMER][POSITIVE] Yes they do.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 96621.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] I was work, yes, [PII]. I've got the group number also if you need that.
[AGENT][NEUTRAL] No, ma'am. Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Were you needing benefits?
[CUSTOMER][NEUTRAL] Yeah, if you could you fax me benefits and eligibility?
[AGENT][POSITIVE] Yes, ma'am. I can fax it to you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.