AccountId: 011433970860
ContactId: 0eb63317-551f-4bef-90f9-20867dd41b8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111430 ms
Total Talk Time (AGENT): 30925 ms
Total Talk Time (CUSTOMER): 74038 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/0eb63317-551f-4bef-90f9-20867dd41b8e_20250213T17:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] at Solomon Family Dentistry. I was just calling um to get a a benefit breakdown fax back for a patient if you're able to do that for me.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] That's what my son keeps telling me. That's OK at least you got you got you it's 464.
[CUSTOMER][NEUTRAL] 85933.
[AGENT][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Well that was the member ID. I do also have the policy number if you need that. I'm sorry.
[AGENT][NEUTRAL] OK, yeah, the policy number.
[CUSTOMER][NEUTRAL] OK it is 00.
[CUSTOMER][NEUTRAL] 50,000,000 and then 236-4703.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you want banks back of benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can fax that to you. What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEGATIVE] Bit of damage for today 5 cents for $5.
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.