AccountId: 011433970860
ContactId: 6b870099-d4a6-4f37-8126-933f6f797e47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319190 ms
Total Talk Time (AGENT): 77849 ms
Total Talk Time (CUSTOMER): 59716 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6b870099-d4a6-4f37-8126-933f6f797e47_20250602T20:13_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm just trying to get a breakdown of dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with the dental benefits. What is your name, ma'am, and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, callback number is [PII].
[AGENT][NEUTRAL] OK, thank you and then what is the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Comfort Dental.
[AGENT][NEUTRAL] And may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII]. Policy number it is 00000, so 500.
[CUSTOMER][NEUTRAL] 263-511-17
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of this policy is [PII].
[AGENT][POSITIVE] And if you give me your fax number, I'll send you a fax back with the benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] OK, yeah, um, it's [PII].
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I get this fax ready for you and I will be right back.
[CUSTOMER][NEUTRAL] OK, OK, sounds good thank you. You are on hold.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] 5 26 2025, 26, 25.
[AGENT][NEUTRAL] And then it's.
[AGENT][NEGATIVE] Crap.
[AGENT][NEUTRAL] D4.
[AGENT][NEUTRAL] 7:50 yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, that's wrong.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Miss [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, um, just a quick question, does this show frequencies on there as well? And, um, does it say the missing tooth claws or waiting periods?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] If there is.
[AGENT][POSITIVE] Yes, ma'am, it does.
[CUSTOMER][POSITIVE] OK all right thank you then.
[AGENT][POSITIVE] You're welcome. Is that everything I can help you with, Miss [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Yes, yeah, that's all. Thank you.
[AGENT][NEUTRAL] OK, well,
[AGENT][POSITIVE] Well, you have a good day and thank you for calling APL ma'am.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] You too bye.