AccountId: 011433970860
ContactId: 078749b3-1e7d-443f-aa4e-e1b36acb4ce9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136279 ms
Total Talk Time (AGENT): 39758 ms
Total Talk Time (CUSTOMER): 56889 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/078749b3-1e7d-443f-aa4e-e1b36acb4ce9_20250213T17:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from Aspen Dental, and I was just hoping to get a fax back of benefits and verify a panel for a patient of ours.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, of course it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I, so I don't have the policy number, but I've been giving, um, his name, birthday, and zip code to get him pulled up. Will that work or his social as well?
[AGENT][NEUTRAL] I can pull it up by the social.
[CUSTOMER][POSITIVE] OK perfect. His social is [PII] for [PII].
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And this is for his dental policy?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. And what's his date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting to fax back at the benefits?
[CUSTOMER][NEUTRAL] Yeah, and I was wondering if you wouldn't mind checking to see if he was eligible for a panel if you had a chance as well.
[AGENT][NEUTRAL] OK, I sure will. Hold on one moment.
[AGENT][NEUTRAL] I don't show he has any history, so he should be eligible.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I think that that should do it. Thank you again.
[AGENT][POSITIVE] Thank you, [PII], for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.