AccountId: 011433970860
ContactId: 185d1515-8db3-45cb-b1de-05f5fde42b5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123519 ms
Total Talk Time (AGENT): 55641 ms
Total Talk Time (CUSTOMER): 44726 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/185d1515-8db3-45cb-b1de-05f5fde42b5a_20250402T15:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Miss [PII], I'm [PII] calling from Day and night Family Dent.
[AGENT][POSITIVE] Good morning. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm doing good, thank you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That is so pretty. Can you spell that for documentation?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you [PII] and what is a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number?
[CUSTOMER][NEUTRAL] 02441184
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, [PII], I've got Mr. [PII]'s policy pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] I was calling to see if he used any of his max met his deductible and any history that affects preventative and diagnostics.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that. Now, actually, [PII], his policy turned with APL on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and what was your name?
[AGENT][NEUTRAL] My name is [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, may I get a reference number?
[AGENT][NEUTRAL] It's gonna be my name in today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. You have a great day and rest of your week.
[AGENT][POSITIVE] I hope you do too, [PII] and thank you for calling APL. You take care.
[CUSTOMER][NEUTRAL] You too bye bye