AccountId: 011433970860
ContactId: 4bc0af8f-3dfb-46e3-bc4b-fd32ecebf315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101430 ms
Total Talk Time (AGENT): 37639 ms
Total Talk Time (CUSTOMER): 45388 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/4bc0af8f-3dfb-46e3-bc4b-fd32ecebf315_20250320T17:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from today's dental. How are you doing?
[AGENT][NEUTRAL] I'm doing fine. How are you, [PII]?
[CUSTOMER][POSITIVE] Doing good thank you for asking. I am calling. I'm trying to get dental benefits for a patient and figure out if we're a network. I was hoping you could help me.
[AGENT][NEUTRAL] OK, do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01615679.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, and to make sure that we're in network.
[AGENT][NEUTRAL] OK, I can help you with that. This policy does not have a network. They can go to any dentist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like the benefits over the phone or would you like to pay back?
[CUSTOMER][POSITIVE] Uh, if I could have fax, that'd be great.
[AGENT][NEUTRAL] OK, I'll fax that to you. What's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am that's everything thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.