AccountId: 011433970860
ContactId: 28eb7f94-74d5-4fde-9302-be35131acfb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104720 ms
Total Talk Time (AGENT): 30983 ms
Total Talk Time (CUSTOMER): 35757 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/28eb7f94-74d5-4fde-9302-be35131acfb7_20250502T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from provider office looking dental benefits.
[AGENT][NEUTRAL] OK, and I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then you have the a good callback number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, uh 0261212980.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The special name and first name, [PII] and last name, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] So the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] Um, I can fax over a fax back that has all the codes and information.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, the fax number?
[CUSTOMER][NEUTRAL] OK. And please check provider.
[CUSTOMER][NEUTRAL] Uh, actually, I check the provider status in network out of network.
[AGENT][NEUTRAL] Um, we don't have access to that information. Um, it would be through Carrington.
[AGENT][NEUTRAL] Do you want me to transfer you there?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It.