AccountId: 011433970860
ContactId: 205641d3-3a9b-40a5-b199-18f58eb5d824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134389 ms
Total Talk Time (AGENT): 67088 ms
Total Talk Time (CUSTOMER): 52260 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/205641d3-3a9b-40a5-b199-18f58eb5d824_20250428T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Family Dental Health at Blue Ridge. I'm just trying to figure out um some benefits for this patient to see if he has active dental coverage.
[AGENT][NEUTRAL] Sure, I, I.
[AGENT][NEUTRAL] OK. I can assist you with eligibility and benefits, and I'm sorry, Miss [PII], can you repeat the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, family dental health of Blue Ridge.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] And blue. OK.
[CUSTOMER][NEUTRAL] O.
[AGENT][NEUTRAL] All right. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02580603.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII]. Last name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right. Um, let me see if I can find the dental policy. This one is the medical part. Bear with me just a minute.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I don't see a dental policy for this member, Ms. [PII].
[CUSTOMER][NEUTRAL] There's not
[AGENT][NEUTRAL] Mm, no.
[CUSTOMER][NEUTRAL] OK, he wasn't sure so I just wanted to make sure, OK.
[AGENT][NEUTRAL] Mm. All right. Yes, I don't, I did not find a dental. I only have the medical, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Is there anything else
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, what, um, do you have a reference number by chance?
[AGENT][NEUTRAL] We don't, but you can use my name in today's date if you will. Do you need the spelling of my name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Sure. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] All right perfect I will put that in thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm bye.