AccountId: 011433970860
ContactId: 7889a0ac-fa71-4057-bd41-b74555528ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222110 ms
Total Talk Time (AGENT): 50774 ms
Total Talk Time (CUSTOMER): 43378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7889a0ac-fa71-4057-bd41-b74555528ac7_20250605T12:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from the office to check dental benefits.
[AGENT][NEUTRAL] OK. Happy to check on benefits. What is the policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number P A 00003077.
[AGENT][NEGATIVE] Unfortunately, that's not gonna be one of our policy numbers. Do you have the name or date of birth?
[CUSTOMER][NEUTRAL] Yes. Patient's first name, [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] of
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you know what state that the patient lives in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just one moment as I look here.
[AGENT][NEUTRAL] So I'm not finding any sort of active policy under that name or any information that matches [PII].
[CUSTOMER][NEUTRAL] OK, so nothing's pulling up with the name, date of birth, and number ID, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, no worries. May I know your name and reference number?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name is [PII], that's [PII] My last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.