AccountId: 011433970860
ContactId: 42280a11-98d4-4f10-9d19-a88ad7ac0a12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145660 ms
Total Talk Time (AGENT): 35616 ms
Total Talk Time (CUSTOMER): 94236 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/42280a11-98d4-4f10-9d19-a88ad7ac0a12_20250407T18:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Perfect. And do you have dental?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Ascot mental. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you so much. Can you help me to check the uh claim for my patient, please?
[AGENT][NEUTRAL] OK, and what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And then go to the classroom.
[AGENT][NEUTRAL] Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] OK, the policy number is, uh, give me one.
[CUSTOMER][NEUTRAL] 01714266.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] no attention.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth?
[CUSTOMER][NEUTRAL] [PII] and.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And did you say claim status or or benefits?
[CUSTOMER][NEUTRAL] Yeah, the, the claim. I, I received the payment, but uh, the, that's unclear. I need to verify what's going on.
[AGENT][NEUTRAL] OK, and that was for [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII]? Oh, today doesn't work, OK.
[AGENT][NEUTRAL] I don't show any claims on file. Let me see, do you have a claim number?
[CUSTOMER][NEUTRAL] the [PII] as well.
[CUSTOMER][NEUTRAL] Mm, the claim number.
[CUSTOMER][NEUTRAL] Just, just hold on for me. it show, uh, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I, I, I, I, I, I think I, I, I called the, the, um, uh, I, I, I think I got it right now. I'm thinking I'm gonna check for the wrong way and I apologize.
[AGENT][NEUTRAL] OK, it's for a different patient?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, I think everything good now. Yeah, thank you. Mhm.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah, oh, OK.