AccountId: 011433970860
ContactId: 27c41b0d-f16b-4c43-a8a3-c2a1961ced06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306230 ms
Total Talk Time (AGENT): 78238 ms
Total Talk Time (CUSTOMER): 115116 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/27c41b0d-f16b-4c43-a8a3-c2a1961ced06_20250528T20:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] My name is [PII], and how are you doing today?
[AGENT][NEUTRAL] I'm fine, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I need the dental benefit information regarding the patient. Will you please help me out with that?
[AGENT][NEUTRAL] Sure, I can verify benefits for you. What is the policy number?
[CUSTOMER][NEUTRAL] 421-355
[AGENT][NEUTRAL] I'm sorry, give that one more time.
[CUSTOMER][NEUTRAL] Uh, that will be 421-355.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient first name [PII], middle name [PII]. Last name [PII]. Date of birth will be [PII], and I need the flex copy for the benefits. Will you please help me out with that?
[AGENT][NEUTRAL] Sure. Uh, so, effective [PII] policy is active. And what is your fax number?
[CUSTOMER][NEUTRAL] That will be uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes, you got it. Can I provide you the one more number ID for the fax? I need the fax for another patient as well.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] Sure. Give me one moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK. What is the next policy number?
[CUSTOMER][NEUTRAL] 020808358.
[AGENT][NEUTRAL] That's too many numbers. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. The last name will be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I apologize. Can you spell that name for me again? Your phone broke up.
[CUSTOMER][NEUTRAL] The, the first name or the last name?
[AGENT][NEUTRAL] Both.
[CUSTOMER][POSITIVE] OK. [PII],
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and the last name [PII]. That will be [PII], and date of birth will be [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] On the first name, give me that first letter because I kind of broke up or I can't hear you. Say again.
[CUSTOMER][NEUTRAL] OK. OK, OK, OK. The first name, first letter will be [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, I don't show that patient in our system.
[CUSTOMER][NEUTRAL] OK, so you are unable to locate this patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh how do you spell out your name?
[AGENT][NEUTRAL] [PII] [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] You may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK. And thank you for providing such information. Thank you, sir.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye.
[CUSTOMER][NEUTRAL] OK