AccountId: 011433970860
ContactId: 45def4ea-9c01-42f8-81b9-f382a2af33ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150699 ms
Total Talk Time (AGENT): 52650 ms
Total Talk Time (CUSTOMER): 48138 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/45def4ea-9c01-42f8-81b9-f382a2af33ec_20250515T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a dental provider's office. I was calling to see if I could get a fax back of dental benefits for a patient, please.
[AGENT][NEUTRAL] Sure, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And do you have the policy number for the fax back?
[CUSTOMER][NEUTRAL] Yeah, uh, policy number is 025.
[CUSTOMER][NEUTRAL] 21747.
[AGENT][NEUTRAL] 21747.
[AGENT][NEUTRAL] Alright, one moment and I will get you that fax back. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And you said this is for a dental office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There may not be dental benefits available. I'm, I'm not certain.
[AGENT][NEUTRAL] Yeah, this is a medling policy, so it's a secondary gap policy, um.
[AGENT][NEUTRAL] Let me see if they have a dental policy with us.
[AGENT][NEUTRAL] I am not
[AGENT][NEUTRAL] This isn't a dental policy, um, this is for medical, so I can, I can't give you a fax back unless I know what the, unless I know what the dental insurance is, and I'm not seeing one with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just for medical.
[CUSTOMER][POSITIVE] OK, that is fine. I just wanted to be sure. I appreciate your help so much. I'll make a note that this is for medical. Thank you so much. You have a good day.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] All right, thank you so much. You have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm bye bye.