AccountId: 011433970860
ContactId: 1d0c37a9-67c2-4ec6-8679-213aac8abf49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173320 ms
Total Talk Time (AGENT): 55178 ms
Total Talk Time (CUSTOMER): 74216 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/1d0c37a9-67c2-4ec6-8679-213aac8abf49_20250217T19:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, yes, I'm calling from Mahari Dental. I just wanted to get some benefits faxed over from a patient if that's possible.
[AGENT][POSITIVE] Yes, that is um I can help you with the fax back. Can I please get your name and your callback number? You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the best call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK. And mhm.
[AGENT][NEUTRAL] OK. And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And policy number please?
[CUSTOMER][NEUTRAL] What was that? I'm sorry?
[AGENT][NEUTRAL] What is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 12.
[CUSTOMER][NEUTRAL] Y 0781787.
[AGENT][NEUTRAL] OK, uh, that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Um, with the social it says fine.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Or no?
[AGENT][POSITIVE] Yeah, the social would be good. Yes, go ahead and give me that and I'll pull it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you said the social was [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK that's one too many digits.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me try it without that 2 on the end and see.
[CUSTOMER][POSITIVE] Oh yeah, I think she must be yeah um.
[CUSTOMER][NEUTRAL] I'm gonna have to contact her again, um.
[AGENT][NEUTRAL] Yeah, that's pulling up a whole different person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, let me try to contact her again and I'll give you guys a call back, OK?
[AGENT][POSITIVE] OK, that sounds perfect you have a good rest of your afternoon. No, it's OK, thanks for calling APO bye bye.
[CUSTOMER][POSITIVE] OK, sorry about that. You as well thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah.