AccountId: 011433970860
ContactId: 78426088-54ed-4fcb-be6f-8aaa727c5678
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99480 ms
Total Talk Time (AGENT): 34151 ms
Total Talk Time (CUSTOMER): 39761 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/78426088-54ed-4fcb-be6f-8aaa727c5678_20250617T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Aspen Dental, and I'm just calling to get some benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, and then I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] It is going to be, sorry, one second.
[CUSTOMER][NEUTRAL] 02612784
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is going to be [PII] and then date of birth is going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yeah so this policy is active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines the frequency durations and all the codes that are covered under the policy unless you need to go over something on the phone.
[CUSTOMER][NEUTRAL] No, that would be perfect just that fax back.
[AGENT][NEUTRAL] OK, uh, what's your fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'll get that faxed over, and is there anything else I can help with today?
[CUSTOMER][POSITIVE] Nope, that's perfect thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yeah