AccountId: 011433970860
ContactId: 59f46e12-e23c-4f58-9659-431ec603743c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86419 ms
Total Talk Time (AGENT): 40788 ms
Total Talk Time (CUSTOMER): 35092 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/59f46e12-e23c-4f58-9659-431ec603743c_20250407T18:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It's the [PII].
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Union Dental Group.
[AGENT][POSITIVE] Yes, how can I help you?
[CUSTOMER][NEUTRAL] I have a dental claim. I was wanting to check the status of a dental claim.
[AGENT][NEUTRAL] I can help with the uh claim status. [PII], what's that policy that we're looking at today?
[CUSTOMER][NEUTRAL] I have the policy number as H500256182.
[AGENT][NEUTRAL] OK. And let's see if we can find it by their name. How do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see if we can't find it that way. Now while I'm looking this up, if I could just have a callback number please, the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you. I don't happen to have a [PII]. It's [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] I'm sorry, I don't have a [PII] in our um system.
[CUSTOMER][NEUTRAL] At all for any dental coverage?
[AGENT][NEUTRAL] Uh no, I'm, no, I'm sorry, not for any dental or medical.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] OK, there's nothing else to help with. Thanks for contacting API.