AccountId: 011433970860
ContactId: 85841d52-9cfd-4242-bdbf-7b41890a590f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141600 ms
Total Talk Time (AGENT): 53222 ms
Total Talk Time (CUSTOMER): 61621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/85841d52-9cfd-4242-bdbf-7b41890a590f_20250430T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] from Center for Cosmetics Sedation Dentistry. I need a full breakdown benefit for a patient.
[AGENT][NEUTRAL] OK, I can um get you a fax back um with the benefit and information for you, Miss [PII]. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name, [PII], with date of birth, [PII].
[CUSTOMER][NEUTRAL] ID number 02609.
[CUSTOMER][NEUTRAL] Oh, sorry, 02609083.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, on this policy I'm not showing a [PII].
[AGENT][NEUTRAL] That is active on this policy.
[CUSTOMER][NEUTRAL] OK. Is it only [PII]? What date of birth, [PII]?
[AGENT][NEUTRAL] Yes, and then she's got uh a dependent on the policy, but it's not [PII].
[CUSTOMER][NEUTRAL] It's not charged a different birth date as well for the dependent.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One. OK. Yeah, I think that's, that's it since patient is not listed as dependent. Call reference number, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Awesome. Thank you so much. Have a good one. Bye.
[AGENT][POSITIVE] You're, you too, Miss [PII] you have a great afternoon and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.