AccountId: 011433970860
ContactId: 62e29959-29f7-42d0-aaaa-d11f27299b42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301929 ms
Total Talk Time (AGENT): 44739 ms
Total Talk Time (CUSTOMER): 92014 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/62e29959-29f7-42d0-aaaa-d11f27299b42_20250408T21:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from M Square Park Family Dental in regards of a mutual patient.
[AGENT][POSITIVE] OK, I'd be happy to assist. May I have your first name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02147862.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] And how can I assist with the policy today?
[CUSTOMER][NEUTRAL] Yes, um, just give me one sec, OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold for one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, um, I asked, I called already 2 times for, um, to get a fax for this patient of the benefits, um, but I never got it so now I'm gonna need the, um, I'm gonna need to write it all down manually, um.
[AGENT][NEUTRAL] Um, do you have an email? I can email it to you.
[CUSTOMER][NEUTRAL] So what it.
[CUSTOMER][NEUTRAL] Uh, no, well, actually, yes, can you email it to [PII]? Yes.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] One moment, one moment.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] We'll be right with you, OK?
[AGENT][NEUTRAL] OK, I'm ready for that um email.
[CUSTOMER][NEUTRAL] OK, so it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] So [PII]?
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK, I think I just got it, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect, OK.
[CUSTOMER][POSITIVE] Yeah, that's perfect thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That'll be all for now thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.