AccountId: 011433970860
ContactId: 4695236f-316e-45d8-b980-46bf1238e8c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107959 ms
Total Talk Time (AGENT): 22111 ms
Total Talk Time (CUSTOMER): 50780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4695236f-316e-45d8-b980-46bf1238e8c5_20250613T20:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, did you say [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] [PII] I'm so sorry.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Reese's Dental and braces. I'm trying to check dental eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] 16
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient only provided 60801.
[AGENT][NEUTRAL] Um, yeah, that's our payer ID. Do you have the last name or social?
[CUSTOMER][NEUTRAL] I figured um last name I have [PII] no I don't have the social sorry.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Uh yes, uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you spell it?
[CUSTOMER][NEUTRAL] Or might be [PII] sorry, [PII].
[CUSTOMER][NEUTRAL] I have here is
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, I'm not pulling up a patient in our system with dental benefits under that name.
[CUSTOMER][NEUTRAL] No? OK, that's fine. I mean that's all she provided, so I'll just give the patient a call.
[AGENT][POSITIVE] OK. All right. Thank you so much.
[CUSTOMER][POSITIVE] Thank you have a good day bye bye.
[AGENT][NEUTRAL] OK, bye bye