AccountId: 011433970860
ContactId: 7f5bd0ae-02df-4c73-a4db-eeca5d01dca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100309 ms
Total Talk Time (AGENT): 45768 ms
Total Talk Time (CUSTOMER): 29510 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/7f5bd0ae-02df-4c73-a4db-eeca5d01dca5_20250103T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just trying to um confirm dental benefits on a patient please.
[AGENT][POSITIVE] OK. Happy to check on benefits for you. Do you have their policy number?
[CUSTOMER][NEUTRAL] 00608462.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up and then if you don't mind, could I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] Alright, thank you so much. So the patient's plan is active. The effective date on this is [PII], and if you need, we can also send fax back with a breakdown of benefits.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] What is a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright [PII], so that is headed your way. It should be there in about 5 minutes. Did you need me to check anything else for you today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.