AccountId: 011433970860
ContactId: 30a11060-c483-4c2e-82fe-f77362478bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136179 ms
Total Talk Time (AGENT): 34339 ms
Total Talk Time (CUSTOMER): 58614 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/30a11060-c483-4c2e-82fe-f77362478bd5_20250205T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from Friendly Family Dentistry. My name is [PII] and I'm calling. I had a question, um, is this insurance, uh, um.
[CUSTOMER][NEUTRAL] A PPO or what, what, uh, that was, that's my question.
[AGENT][NEUTRAL] This is a contract that is not considered like a major medical or dental.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] It's based off, it's based off of.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Did you need me to submit a fax back for this member to look at their benefits?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] May I have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, give me just a second.
[CUSTOMER][NEUTRAL] I have 02592977.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] And may I have a callback number and then the fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then you said a fax number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, our fax number is [PII].
[CUSTOMER][NEUTRAL] Um, you know.
[AGENT][NEUTRAL] And that's to the attention of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will get that fax submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that would be it thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.