AccountId: 011433970860
ContactId: 80bfda93-206b-401f-96c8-3b9361a3cb9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545549 ms
Total Talk Time (AGENT): 79897 ms
Total Talk Time (CUSTOMER): 77448 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/80bfda93-206b-401f-96c8-3b9361a3cb9e_20250210T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Oklahoma Family Dental. I'm calling to check benefits for a patient.
[AGENT][POSITIVE] Yeah, sure, I can assist you with benefits, Miss. [PII]. And may I have a callback number just in case we get disconnected at the name of where you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's Oklahoma Family Dental and the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEGATIVE] Well, I'm not sure because he didn't have the information he gave me is not the right information, so they just gave me this phone number. Um, the policy number that he has on this card is 24786-02574805 and I doubt that's the right thing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And you said it is 02574805 after that?
[CUSTOMER][NEUTRAL] Yes, can you hear me? It's going in and out.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] I'm sorry, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Um, let me see if I find a dental policy. OK, one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, right, that's fine. He's dental. Um, do you need the um
[AGENT][NEUTRAL] Information verbally or do you need this faxed over to you, Miss [PII]?
[CUSTOMER][NEUTRAL] Can you fax it over to me please?
[AGENT][NEUTRAL] Yes, I can. What is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's [PII] to your attention.
[CUSTOMER][NEUTRAL] Um, no extension, no, ma'am.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And what's the and what's the name of this insurance company again, sweetie?
[AGENT][NEUTRAL] This is American Public Life or APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. Um, Ms. [PII], do you mind holding for me while I send this out to you right now as I got you on the line?
[CUSTOMER][POSITIVE] That's fine, yes ma'am, I hope.
[AGENT][POSITIVE] OK, thank you. One moment. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss. [PII]. Yeah, I went ahead and send that over to you. Should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is it. I sure appreciate your help, OK?
[AGENT][POSITIVE] You're welcome, Miss, and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alright, you too, sweetie. All right, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.