AccountId: 011433970860
ContactId: 53eca17c-de17-4cfa-8f04-abd9d814a459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101739 ms
Total Talk Time (AGENT): 30077 ms
Total Talk Time (CUSTOMER): 58450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/53eca17c-de17-4cfa-8f04-abd9d814a459_20250102T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Easy, this is [PII], and I'm calling on behalf of dental office to check on the eligible team benefits for patient on the record line. Can you please help me with that?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, Easy. It is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is D as in Delta 43510833.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, do you have the member's social or I can look them up by name and date of birth?
[CUSTOMER][NEUTRAL] Uh, we can do a name and date of birth because I don't have the, uh, Social Security with me. Let me spell that name for you. For the first name it's [PII], with the last name is [PII], with the date of birth, [PII].
[AGENT][NEUTRAL] OK, I apologize, ma'am. [PII] is not coming up in our system.
[CUSTOMER][POSITIVE] No worries, [PII]. Um, all right then, thank you so much for helping me with this patient. I hope you have a great day ahead of you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Mm, that's all for today. I just have this one patient with me. Thank you so much for asking me a lot.
[AGENT][POSITIVE] OK well I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.