AccountId: 011433970860
ContactId: 20086c7c-dfa3-4f3c-8c44-f6da270e4f04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103800 ms
Total Talk Time (AGENT): 58912 ms
Total Talk Time (CUSTOMER): 30629 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/20086c7c-dfa3-4f3c-8c44-f6da270e4f04_20250507T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to get a breakdown of benefits for dental.
[AGENT][POSITIVE] All right, I'm happy to offer a breakdown on benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, is that a number usually starts with one?
[AGENT][NEUTRAL] Yeah, it's usually like a 02 01, something like that.
[CUSTOMER][NEUTRAL] OK, I have 1807811.
[AGENT][POSITIVE] OK, let's try that and see what we get here.
[AGENT][NEUTRAL] And then can I grab your first and your first name for documentation? sorry.
[CUSTOMER][NEUTRAL] Shirts can.
[AGENT][NEUTRAL] Thank you, [PII]. And then patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's 12-1678.
[AGENT][NEUTRAL] Perfect. All right. So that is the patient's policy number, [PII]. Uh, they are, they are active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can verbally give you whatever benefits you may need. I can also send a fax back whatever you need.
[CUSTOMER][POSITIVE] Um, if you can send the fax, that would be great.
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. Give me about 5 minutes. That should be over there. Should I mark attention to anybody?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK. Anything else I can do for you?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.