AccountId: 011433970860
ContactId: 1879e350-715f-4a4d-8eb8-7eb7a231f768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134080 ms
Total Talk Time (AGENT): 46665 ms
Total Talk Time (CUSTOMER): 39751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1879e350-715f-4a4d-8eb8-7eb7a231f768_20250121T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, this is [PII] with Eastside Dental. I'm checking about uh dental benefits for a patient.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on benefits for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, 398131817.
[AGENT][NEUTRAL] Alright, let me try and pull this up. Give me just one second here.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] I got
[AGENT][NEUTRAL] What is the excuse me, patient's uh name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, so patient does have an active plan with us. The effective date is [PII], and we can send a fax back with a breakdown of benefits also if needed.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please do. Um, so, uh, our fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 276.
[CUSTOMER][NEUTRAL] 689 [PII].
[AGENT][NEUTRAL] [PII] and should I mark that attention to anybody?
[CUSTOMER][NEUTRAL] Um, sure, yeah, [PII].
[AGENT][NEUTRAL] All right. That
[CUSTOMER][NEUTRAL] Um, but it'll have been.
[CUSTOMER][NEUTRAL] Will it have the name of the patient on it too?
[AGENT][NEUTRAL] It'll have the patient's name, effective date, and policy certificate number, yes.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything else I can check on for you?
[CUSTOMER][POSITIVE] Um, no, that's all, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.