AccountId: 011433970860
ContactId: 4826c243-4d2d-4240-87ed-34cc733ad2ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106940 ms
Total Talk Time (AGENT): 36648 ms
Total Talk Time (CUSTOMER): 38360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4826c243-4d2d-4240-87ed-34cc733ad2ce_20250617T15:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello this is [PII]. I'm calling from Southern Roots Dentistry in [PII]. I was just calling to get a patient's insurance information, maybe their benefits faxed over.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Um, could I get a good callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 616-5557.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got this policy effective [PII], and then you said you wanted to fax back, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is your?
[CUSTOMER][NEUTRAL] Has he used any benefits this year?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, don't show anything new so far this year.
[CUSTOMER][NEUTRAL] OK, our fax number is [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK. I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.