AccountId: 011433970860
ContactId: 3c34e48e-2319-445a-8750-3b3386554b6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99449 ms
Total Talk Time (AGENT): 47087 ms
Total Talk Time (CUSTOMER): 37548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3c34e48e-2319-445a-8750-3b3386554b6a_20250401T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling from Millian Family Dentistry. I need to get a breakdown of benefits or fax back on a patient that we have coming in.
[AGENT][POSITIVE] Sure, I can check those benefits and I can send you a back back as well. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is.
[CUSTOMER][NEUTRAL] 717004.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He does not. This was the only policy he had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, I need a reference number please.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. And so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling IPL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You you too bye bye.