AccountId: 011433970860
ContactId: 7790475a-0d5f-4c2b-8e33-17323b543777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63220 ms
Total Talk Time (AGENT): 28668 ms
Total Talk Time (CUSTOMER): 25617 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7790475a-0d5f-4c2b-8e33-17323b543777_20250515T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Advanced Dental Center. I was calling just to get a patient's remaining benefits.
[AGENT][POSITIVE] All right, [PII]. Happy to check on that. What's her policy number?
[CUSTOMER][NEUTRAL] I have 1787958.
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so it looks like [PII]'s met his deductible for the year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like the remaining balance left out of the calendar year amount is $1,386.40.
[CUSTOMER][NEUTRAL] OK, I just need to make sure that was accurate.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye bye.