AccountId: 011433970860
ContactId: 5fc21ca3-6d08-42d6-a49c-0d6c86aa7c6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480320 ms
Total Talk Time (AGENT): 70484 ms
Total Talk Time (CUSTOMER): 63703 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/5fc21ca3-6d08-42d6-a49c-0d6c86aa7c6d_20250417T20:34_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Yes, I was just calling to verify coverage on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with coverage information and may I have your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's Lakeland Family Dentistry and it's [PII].
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm 021-71004.
[AGENT][POSITIVE] I thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you need this information given to you verbally or faxed over to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can do a fax and if you can just I'm just trying to see if anything changed with the plan from last year this year.
[AGENT][NEUTRAL] Oh, no, it's the same information.
[CUSTOMER][NEUTRAL] OK, so it's not changed and then OK, so can you send me that fax as well? OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Sure, yes. What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Thank you. You're welcome. One moment.
[CUSTOMER][POSITIVE] Yeah, that's fine thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No ma'am I just need your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get a reference number?
[AGENT][NEUTRAL] No, we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Oh, OK. Uh, yes, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.