AccountId: 011433970860
ContactId: 5243366d-929a-4e25-9017-02ee6ff9ed78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105839 ms
Total Talk Time (AGENT): 55260 ms
Total Talk Time (CUSTOMER): 37862 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/5243366d-929a-4e25-9017-02ee6ff9ed78_20250331T13:31_UTC.wav
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[AGENT][NEUTRAL] Contacting A. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from a dental office, and I was just trying to locate an active dental plan for a patient.
[AGENT][NEUTRAL] Yes, I can certainly look at that up. And now, uh do you have a number that I can look up or is there um a uh
[CUSTOMER][NEUTRAL] I have a policy number if that's OK.
[AGENT][NEUTRAL] Certainly. And what is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] That is 02555478.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] I appreciate that. OK, now, wait a minute. You said 0255478, is that correct?
[CUSTOMER][NEUTRAL] 3 5s.
[AGENT][NEUTRAL] Uh, OK, um,
[AGENT][NEUTRAL] I'm sorry, do you mind giving me the number again? My phone is cutting in and out, and I, I apologize.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No worries, it's [PII].
[AGENT][NEUTRAL] OK, great. Let me look that up and if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you very much. Uh looks like that policy went into effect on [PII]. It is active. Um, now, is there anything else that I can tell you besides the eligibility? Would you like a fax back or?
[CUSTOMER][POSITIVE] Oh, that'd be great, yes please.
[AGENT][NEUTRAL] OK, and where, um, what is that fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. Thank you. And is there anything else I can tell you about this policy before I send that, uh, that out?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, I will have that for you in just a moment, [PII]. Thanks for contacting AP have a good.