AccountId: 011433970860
ContactId: 1096fa4d-0300-4156-9db7-87a594377dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137190 ms
Total Talk Time (AGENT): 37690 ms
Total Talk Time (CUSTOMER): 52518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1096fa4d-0300-4156-9db7-87a594377dce_20250212T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] with Harwell and Cook Orthodontics. I'm trying to find a dental policy for a patient.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] That's better. And your name?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, it is, I think all I have is the social. Can you go back, look it up with the social?
[AGENT][NEUTRAL] I can't hear you again.
[CUSTOMER][NEUTRAL] Can you, can you hear me now?
[AGENT][POSITIVE] Now I can, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, can you look it up with the social?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII], it's [PII]
[AGENT][NEUTRAL] I can't hear you again.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And spell her last name?
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] And first name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm not locating an [PII]. Do you have a medical identification card?
[CUSTOMER][NEUTRAL] Um, I do not. Let me see.
[AGENT][NEGATIVE] It did nothing came up under the social and then I did the name search as well and I'm not finding anything.
[CUSTOMER][NEUTRAL] OK, let me give her a call and I'll see what's going on with the insurance then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. No other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You too