AccountId: 011433970860
ContactId: 164e98ea-ac90-4f08-b59b-af5c0f820869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122610 ms
Total Talk Time (AGENT): 41848 ms
Total Talk Time (CUSTOMER): 33474 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/164e98ea-ac90-4f08-b59b-af5c0f820869_20250113T17:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, um, this is [PII] from Proactive Dental. I'm calling for a breakdown of, uh, the benefits for the patient, [PII].
[AGENT][NEUTRAL] OK, and do you have a um policy number for [PII]?
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] If I get that.
[CUSTOMER][NEUTRAL] Policy group plan group number?
[AGENT][POSITIVE] Group number will be good.
[CUSTOMER][NEUTRAL] 24702.
[AGENT][NEUTRAL] 702. OK, let me look that up.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The the physical.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Hold on just a moment, I'm gonna get you over to our claims team and they'll be able to verify benefits. Hold on just a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] in Broker Resources. How are you this morning?
[CUSTOMER][NEUTRAL] I'm doing fine. How are you?
[AGENT][POSITIVE] Pretty good. I've got a dental office online and they are calling to verify benefits for an insured. Uh, his name is [PII].
[AGENT][NEUTRAL] His policy is 246-068-9. Can you speak with him?
[CUSTOMER][NEUTRAL] Yes, ma'am
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.