AccountId: 011433970860
ContactId: 3726e64e-a685-4ae6-85a6-226ea0c5ca48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388359 ms
Total Talk Time (AGENT): 71863 ms
Total Talk Time (CUSTOMER): 62146 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/3726e64e-a685-4ae6-85a6-226ea0c5ca48_20250605T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII] with a dental provider. I'm just trying to get a breakdown of dental benefits for a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with the breakdown of benefits. and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from right now?
[CUSTOMER][NEUTRAL] Doctor [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have her social that work?
[AGENT][NEUTRAL] OK, yes, bear with me just a second, let me pull another.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so the first number is a 2.
[CUSTOMER][NEUTRAL] Cash back
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. uh, let me find the dental, here it is.
[CUSTOMER][NEUTRAL] Somewhat.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, you need this information given to you or or faxed over to you.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Uh, you can fax it, please.
[AGENT][NEUTRAL] OK, may I have the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yeah, that's fine thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.