AccountId: 011433970860
ContactId: 35c39c53-2307-402a-a84c-5bb04bb3d538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93069 ms
Total Talk Time (AGENT): 42046 ms
Total Talk Time (CUSTOMER): 37107 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/35c39c53-2307-402a-a84c-5bb04bb3d538_20250116T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am calling to get a complete breakdown of the patient's dental benefits.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell your name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And uh uh the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the patient's policy number is 02269736.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And would you like to schedule faxed to you?
[CUSTOMER][NEUTRAL] Uh, please.
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. If you can verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you for that [PII] let's see.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so I'm showing up dental policy effective date.
[AGENT][NEUTRAL] Is [PII]. I don't show this policy is active, um, as of [PII], so he doesn't have any dental coverage with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][NEUTRAL] All righty. [PII], [PII], anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.