AccountId: 011433970860
ContactId: 76a9814f-7ef7-4625-8a36-f289751c30b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138639 ms
Total Talk Time (AGENT): 42614 ms
Total Talk Time (CUSTOMER): 54493 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/76a9814f-7ef7-4625-8a36-f289751c30b9_20250226T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see if I could get a breakdown of dental benefits for a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with the breakdown. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and my name is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you're calling from which facility from my location?
[CUSTOMER][NEUTRAL] A dental practice.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] It's Clements Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02597860.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The date of birth is not matching.
[CUSTOMER][NEUTRAL] OK that's just that's what we have on file for her.
[AGENT][NEUTRAL] Yeah, we need that information to match um.
[AGENT][NEUTRAL] If we don't have the correct information she needs.
[AGENT][NEUTRAL] To call us and um that's not the date of birth that we have for her in the system.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] And she doesn't speak English so I will have to try to get her on the phone and try to get her to um.
[CUSTOMER][NEUTRAL] Understand what I'm trying to say. I was gonna see if I had a copy of her license or anything on file to make sure it's not a misprint, but it shouldn't be on our end, um.
[CUSTOMER][NEUTRAL] I will I'll try to get a hold of her.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.