AccountId: 011433970860
ContactId: 8006dff0-f571-4ef8-ac67-959af44f9599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134869 ms
Total Talk Time (AGENT): 48495 ms
Total Talk Time (CUSTOMER): 44613 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8006dff0-f571-4ef8-ac67-959af44f9599_20250107T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII]. I'm calling from Small Design Dentistry. How you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Good, I'm calling to see if I can get a fact of benefits for a patient.
[AGENT][NEUTRAL] OK. Can I get you to spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02441722
[AGENT][NEUTRAL] OK, and what's a good phone number, hey, in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling from a dental provider's office?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Alright, thank you for that information. Uh, the policy effective date is [PII]. Uh, show the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, system is moving slow. The policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you want me to go over the schedule or you just wanna wait until you receive the schedule?
[CUSTOMER][NEUTRAL] Yeah, once I get the fax it should be fine and what's the effective day again?
[AGENT][NEUTRAL] Uh, [PII] and current at this time.
[CUSTOMER][POSITIVE] All right, OK, perfect.
[AGENT][POSITIVE] Any other questions, uh, hey I can help with today?
[CUSTOMER][POSITIVE] No, that was, that was all for today thank you so much.
[AGENT][POSITIVE] Uh huh you're welcome thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.