AccountId: 011433970860
ContactId: 7f6896de-86a3-43cc-964f-23a74ce01322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131669 ms
Total Talk Time (AGENT): 52839 ms
Total Talk Time (CUSTOMER): 51341 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7f6896de-86a3-43cc-964f-23a74ce01322_20250306T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] how are you today?
[AGENT][POSITIVE] I'm doing well how are you doing?
[CUSTOMER][POSITIVE] Good. I'm great. I just wanted to check dental benefits on a patient. She just gave me this new update, but I wasn't sure if it was just medical.
[AGENT][NEUTRAL] Oh, OK, Miss [PII], what is, uh, your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] It's uh Taylor Dentistry, Doctor [PII], and it's [PII].
[AGENT][NEUTRAL] OK, and what's the payment, date of birth, and policy number?
[CUSTOMER][NEUTRAL] You're kind of chopping up a little bit, but it's [PII]
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, what is her policy number, please?
[CUSTOMER][NEUTRAL] Let's see, um, you want.
[CUSTOMER][NEUTRAL] 02584160
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK, and it says just individual so I don't think.
[CUSTOMER][NEUTRAL] That um [PII]'s family is on this.
[AGENT][NEUTRAL] Right, and this is not a dental policy. It is a supplemental gap insurance policy that's billed secondary to our um primary major medical insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you don't have who her dental is.
[AGENT][NEUTRAL] And it's for medical.
[AGENT][NEUTRAL] Let me look and see if we have dental for her.
[AGENT][NEUTRAL] No ma'am, I do not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] You too and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, bye bye.