AccountId: 011433970860
ContactId: 1cbab91a-ab23-4e8b-9a4a-9be191ea34b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162729 ms
Total Talk Time (AGENT): 61826 ms
Total Talk Time (CUSTOMER): 37948 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/1cbab91a-ab23-4e8b-9a4a-9be191ea34b9_20250225T15:36_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 ma'am, I'm calling from Lawrence Dentistry. I need to see if I can um check to see if a patient has dental benefits.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[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] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have the patient's social.
[AGENT][NEUTRAL] OK, I can look it up by that.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you are needing dental benefits?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK. Hold on just a second.
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and.
[AGENT][NEUTRAL] You were needing dental benefits, right?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I can look that up for you. Hold on one minute.
[AGENT][NEUTRAL] OK, she does have a dental policy. It is 02603480.
[CUSTOMER][NEUTRAL] Could you repeat that one more time for me? 02.
[AGENT][NEUTRAL] 02603480.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sorry, thank you.
[AGENT][NEUTRAL] And do you want the benefits over the phone or?
[AGENT][POSITIVE] Thanks, bye.
[CUSTOMER][NEUTRAL] I just need to be sure that she is active she has active coverage.
[AGENT][POSITIVE] OK, perfect. The date is [PII]. It is active.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Alright you too um bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.