AccountId: 011433970860
ContactId: 82249e8c-e8ec-46d1-a94f-33305d6149ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377429 ms
Total Talk Time (AGENT): 55747 ms
Total Talk Time (CUSTOMER): 48626 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/82249e8c-e8ec-46d1-a94f-33305d6149ca_20250521T17:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for dental benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] This is [PII] and and I'm sorry, what was yours?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected and the name of the facility for my note.
[CUSTOMER][NEUTRAL] Of course callback number is [PII].
[CUSTOMER][NEUTRAL] And the name of the office is Dental.
[AGENT][NEUTRAL] What's the name? Mhm.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat it?
[CUSTOMER][NEUTRAL] [PII], that's
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Thank you. I got it, Miss [PII] [PII]. All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the patient's policy I have is gonna be 2129267.
[AGENT][POSITIVE] Thank you information.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is gonna be [PII] and the date of birth for her is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And you need this benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Uh, fax over is fine.
[AGENT][NEUTRAL] OK. May I have the fax number?
[CUSTOMER][NEUTRAL] Um, sure, the fax number that I have is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Uh, no, no, not at all, go ahead.
[AGENT][NEUTRAL] OK thank you one moment.
[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.