AccountId: 011433970860
ContactId: 13e2c433-1855-4084-a11c-4ba5d3701550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128179 ms
Total Talk Time (AGENT): 44005 ms
Total Talk Time (CUSTOMER): 53939 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/13e2c433-1855-4084-a11c-4ba5d3701550_20250211T15:06_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from a dental provider's office. I'm trying to see if a patient is still active.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 614-1113
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] OK his name is [PII] Last name is [PII], I'm sorry, [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um, fax back is fine.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry, yeah, [PII], hold on, I lost it. Hold on [PII].
[CUSTOMER][NEUTRAL] I wouldn't blank on y'all.
[AGENT][NEUTRAL] That's OK. 4180.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, is she still have a max of 1000?
[AGENT][NEUTRAL] Yes ma'am, and any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][POSITIVE] Alrighty perfect thank you ma'am, and what's your name?
[AGENT][POSITIVE] Thank you, [PII]. My name is [PII]
[CUSTOMER][POSITIVE] Alrighty thank you so much and I'll wait for that fax.
[AGENT][POSITIVE] Thank you, [PII], for calling APM. You have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Oh.