AccountId: 011433970860
ContactId: 7931d6d8-056a-4767-8b44-ec0364dc6af2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70639 ms
Total Talk Time (AGENT): 33621 ms
Total Talk Time (CUSTOMER): 22079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7931d6d8-056a-4767-8b44-ec0364dc6af2_20250204T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Starver Family Dental, and I was calling because I needed to get a dental benefit breakdown for a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to help. What's the policy number?
[CUSTOMER][NEUTRAL] It's 234-488-887.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Pull this up here, 1 2nd.
[AGENT][NEUTRAL] All right. And then if I can get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you for that.
[CUSTOMER][NEUTRAL] I'm sorry, you said your name was [PII]?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] My name is [PII]. Uh-huh. It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No worries, [PII]. So I'm showing the members plan actually turned on [PII]. No other active coverage, I see.
[CUSTOMER][POSITIVE] OK, I will give them a call back thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.