AccountId: 011433970860
ContactId: 45dfcf89-9acb-4eaf-b455-de3ec877523e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95330 ms
Total Talk Time (AGENT): 34719 ms
Total Talk Time (CUSTOMER): 38699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/45dfcf89-9acb-4eaf-b455-de3ec877523e_20250128T16:59_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 Haverson Dental Center calling to get some benefits for one of our patients coming up.
[AGENT][NEUTRAL] I'm sure [PII] can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, I have 02558138.
[AGENT][NEUTRAL] OK. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, first name is [PII]. The last name I'm gonna spell it because I don't know how to say it. It's gonna be [PII]
[CUSTOMER][NEUTRAL] And date of birth is going to be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] For extraction
[AGENT][NEUTRAL] OK, and who's the primary carrier on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. He's the only one I'm showing on the policy. I'm not showing um your patient.
[CUSTOMER][POSITIVE] Totally fine. OK, no, totally fine.
[CUSTOMER][NEUTRAL] I'll let her know, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too goodbye.