AccountId: 011433970860
ContactId: 5f8c3ac5-de72-49cd-9b89-db3fe006933a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111419 ms
Total Talk Time (AGENT): 51840 ms
Total Talk Time (CUSTOMER): 31806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/5f8c3ac5-de72-49cd-9b89-db3fe006933a_20250613T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental provider's office to get patient benefit information.
[AGENT][POSITIVE] OK, sure, I can assist you with the benefits and may I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes, Miss [PII]?
[CUSTOMER][NEUTRAL] Dental care of Greensboro.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02564856.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. OK, um, this particular policy is terminated. It was effective from [PII] and is terminated on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Then that is everything I needed. If I could just get a reference number for the call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that is fine. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.