AccountId: 011433970860
ContactId: 3d0e62ee-3483-4e00-bb17-77971a9b7632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83099 ms
Total Talk Time (AGENT): 23979 ms
Total Talk Time (CUSTOMER): 30619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3d0e62ee-3483-4e00-bb17-77971a9b7632_20250422T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to check uh for dental benefits.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]. My name's [PII].
[AGENT][NEUTRAL] OK, you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have, um, where is it?
[CUSTOMER][NEUTRAL] Certificate number I guess.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02607720 ML 7.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you said dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, this policy is like a secondary gap policy, so it picks up like deductible, co-insurance, co-pay after the primary processes for medical.
[AGENT][NEUTRAL] Uh, does it have any dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No dental, OK, that's all I needed to know then thank you for checking.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.