AccountId: 011433970860
ContactId: 7f7e4b65-e2d8-4f7d-bbcb-be380b211d3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127930 ms
Total Talk Time (AGENT): 53738 ms
Total Talk Time (CUSTOMER): 43057 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/2025/02/21/7f7e4b65-e2d8-4f7d-bbcb-be380b211d3b_20250221T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see if I could get a dental breakdown on a patient, please.
[AGENT][POSITIVE] Sure, yes, I can assist you with general breakdown, and may I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the location you're calling from?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, it is 02461636.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it's [PII], um, [PII].
[AGENT][NEUTRAL] OK, thank you. So, Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, it's Sound Choice Family Dental.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me pull the um rental policy. Let me see if I can find it. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, this number doesn't have a um dental policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, I'll call him and let him know cause he said he found us through his insurance, so.
[AGENT][NEUTRAL] Uh, yeah, mm, OK, sure, no problem. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Nope, that is all thank you so much.
[AGENT][POSITIVE] Thank you. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.