AccountId: 011433970860
ContactId: 404c50ea-87a8-40b1-a478-2c7f511ba541
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107160 ms
Total Talk Time (AGENT): 43580 ms
Total Talk Time (CUSTOMER): 38629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/404c50ea-87a8-40b1-a478-2c7f511ba541_20250407T21:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling AP. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Stonebridge Dental. I was calling to see if a patient had ortho coverage.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 01846074
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you say you're looking for what type of benefits?
[CUSTOMER][NEUTRAL] Ortho, see if they've got ortho coverage.
[AGENT][NEUTRAL] I don't
[AGENT][NEGATIVE] No, Ortho is not covered under this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is there a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, the spelling of your name.
[AGENT][NEUTRAL] Sure, that's [PII] [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome, [PII] and thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.