AccountId: 011433970860
ContactId: 7920cf97-5a21-49da-951c-cdf9b147f842
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122440 ms
Total Talk Time (AGENT): 43877 ms
Total Talk Time (CUSTOMER): 48297 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/7920cf97-5a21-49da-951c-cdf9b147f842_20250401T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to see if one of our new patients has dental coverage and to kind of get a breakdown of it if there is a plan for him.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, I can see if it's got a dental policy and then um we can go over those benefits. What was your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and then yeah, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, he
[CUSTOMER][NEUTRAL] Well, he gave me a group number and then he gave me his social.
[AGENT][NEUTRAL] Um, OK, let's try the social.
[CUSTOMER][NEUTRAL] That's what he said was on the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name uh for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, well, I did not get a result with that social, um, I could try searching just using his name, [PII], uh, could you spell the last name for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I do not have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will let him know then thank you.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, but that's it thank you.
[AGENT][POSITIVE] All right, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye