AccountId: 011433970860
ContactId: 5d093c37-61d0-418d-ae96-67445f34f958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102529 ms
Total Talk Time (AGENT): 32061 ms
Total Talk Time (CUSTOMER): 56001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/5d093c37-61d0-418d-ae96-67445f34f958_20250131T14:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to see if a patient has um dental coverage under you guys.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you have the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02558138.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's gonna be McKenna to Lasega I'm gonna guess.
[AGENT][NEUTRAL] Who's the insured?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] T. I don't know how to say that last name.
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]'s date of birth is, I don't even know if we have that. Give me just a second, I'll find out.
[CUSTOMER][NEUTRAL] We do not have. Oh yeah we do there it is, um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the patient was a dependent?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, this policy is an individual policy, so she wouldn't be covered.
[CUSTOMER][POSITIVE] OK, alright, perfect.
[CUSTOMER][NEUTRAL] And can I get a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.