AccountId: 011433970860
ContactId: 09e0afd6-d211-4c80-aaf4-15c7e61ba4da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91459 ms
Total Talk Time (AGENT): 47882 ms
Total Talk Time (CUSTOMER): 43329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/09e0afd6-d211-4c80-aaf4-15c7e61ba4da_20250313T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from the Bond Roton Eye Clinic. I was calling to see if a patient had any medical benefits.
[AGENT][NEUTRAL] Yeah I can see if they have a.
[CUSTOMER][NEUTRAL] For an exam that he had.
[AGENT][NEUTRAL] For um you did say medical correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can see what kind of policy they've got um [PII] first if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do. Let's see, 02346810.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] This is [PII]. His date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is their dental policy. If you'll give me one moment, I'll see if they have a medical policy with us. They do not. This is the only policy they have with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect that's what I needed to know he wasn't sure. OK, thank you.
[AGENT][NEUTRAL] Oh got you OK so was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thanks for your help.
[AGENT][NEUTRAL] It can get there's so many people where they're like I don't know who this is through.
[CUSTOMER][NEUTRAL] Uh, yes, yes, all day long.
[AGENT][POSITIVE] Alright, well thanks for giving us a call. I bet have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.