AccountId: 011433970860
ContactId: 4e1b9c16-b385-472b-b835-628ef653d17b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469769 ms
Total Talk Time (AGENT): 63233 ms
Total Talk Time (CUSTOMER): 51192 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4e1b9c16-b385-472b-b835-628ef653d17b_20250407T13:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was trying to verify um dental insurance benefits.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. Mhm. May I have your name?
[CUSTOMER][NEUTRAL] For a patient.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the location you're calling from?
[CUSTOMER][NEUTRAL] [PII] Family Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] 02483615
[AGENT][NEUTRAL] All right, thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, no, ma'am, faxed will be fine.
[AGENT][NEUTRAL] OK. May I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah, OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] No, that is fine.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right, well thank you for calling APL. You have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] All right thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.