AccountId: 011433970860
ContactId: 803a30be-4006-49de-a450-889272c464de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94940 ms
Total Talk Time (AGENT): 44630 ms
Total Talk Time (CUSTOMER): 33109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/803a30be-4006-49de-a450-889272c464de_20250331T12:44_UTC.wav
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[AGENT][NEUTRAL] I'm OK. My name is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to check on my patient's dental benefits.
[AGENT][NEUTRAL] I can help with benefits, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] 003563361
[AGENT][NEUTRAL] 61. OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient would be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, let's see, that policy number isn't coming up. Uh, could you, um, let's see. What, how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I was wondering if I can
[AGENT][NEUTRAL] OK, thank you. And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I appreciate that. And if I could just have a callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I'm just looking for her now.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not coming up in our system, [PII]. I'm sorry, it's, I don't think she's one of our patients. It's, it's not coming up in our system.
[CUSTOMER][POSITIVE] All right then thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AT have a good.