AccountId: 011433970860
ContactId: 6c9d3d18-b797-487f-9b61-6a9ea4f79135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91250 ms
Total Talk Time (AGENT): 34334 ms
Total Talk Time (CUSTOMER): 33267 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/6c9d3d18-b797-487f-9b61-6a9ea4f79135_20250522T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] They're
[CUSTOMER][NEUTRAL] Uh, yes ma'am, this is [PII] here at Monticello Dental Center. I was just calling to to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] Hi, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 0252.
[CUSTOMER][NEUTRAL] 1284.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII]. Um, I can send over a fax back that outlines everything unless there's something we need to go over on the phone.
[CUSTOMER][NEUTRAL] No, ma'am, fax back is fine.
[AGENT][NEUTRAL] OK. What is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'll get that sent over. Just give me about 2 minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, that's everything.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][POSITIVE] Thank you. Bye bye.