AccountId: 011433970860
ContactId: 1e0fac18-40d4-45e8-999d-f42a32a8f66d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142800 ms
Total Talk Time (AGENT): 51158 ms
Total Talk Time (CUSTOMER): 77250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1e0fac18-40d4-45e8-999d-f42a32a8f66d_20250203T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi there, my name's [PII]. I'm at Mesa Grand Dental Group. I'm just calling uh to get some benefits for a patient coming in.
[AGENT][POSITIVE] Yeah, it's take benefits for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I do, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02416683.
[AGENT][NEUTRAL] All right, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, it is [PII] is the last name, but it looks like our patient for that day is his son.
[AGENT][NEUTRAL] OK, what was the name for that number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, that one is [PII] [PII]
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, now this was the only policy they had with us.
[CUSTOMER][POSITIVE] Perfect, no worries, let me just update here.
[CUSTOMER][NEUTRAL] Turned on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK dokey, and then um what was your name again?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Awesome, um, is there by any chance a reference number for this call that I could put in?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK perfect I appreciate it thank you so much [PII].
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yes, you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.