AccountId: 011433970860
ContactId: 7c6a085c-e292-4f87-b3f4-e5bd182a4f41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249339 ms
Total Talk Time (AGENT): 58524 ms
Total Talk Time (CUSTOMER): 68859 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/7c6a085c-e292-4f87-b3f4-e5bd182a4f41_20250213T15:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] from Marvel Dental.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Good morning. And um Ms. [PII], what was the name of the facility you were calling from again, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Marvel Dental.
[CUSTOMER][NEUTRAL] OK, let me look at OK.
[AGENT][POSITIVE] OK, thank you so much. And then what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then um how can I help you today?
[CUSTOMER][NEUTRAL] I have a patient named [PII]. The member ID is 02486478.
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so his name is [PII], um, OK, I've got him pulled up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I just want to get the benefits.
[CUSTOMER][NEUTRAL] Facts by any chance?
[AGENT][POSITIVE] Absolutely I can fax you the benefits. Yes ma'am, can I get your fax number please?
[CUSTOMER][NEUTRAL] Dental benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII], ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and can you spell your first name for me so I can make sure it's correct on the fax.
[CUSTOMER][NEUTRAL] like.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, it is [PII]
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on hold while I get that fax back ready for you. I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, please go ahead.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, sweetie. I've got that fax on the way to you.
[CUSTOMER][NEUTRAL] Alright, OK, thank you. So there is no change of the plan, right? Everything is going to be same as the last year.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's good. Thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yeah.