AccountId: 011433970860
ContactId: 87d9082e-f424-4bf7-812f-94b454bb0c22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521330 ms
Total Talk Time (AGENT): 70681 ms
Total Talk Time (CUSTOMER): 40816 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/87d9082e-f424-4bf7-812f-94b454bb0c22_20250520T13:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify a patient's dental insurance.
[AGENT][NEUTRAL] OK, sure. I can assist you with um benefits and eligibility for dental. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Pinley Family Dentistry.
[AGENT][NEUTRAL] Yeah, may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02623675
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] OK. And you need this information given to you verbally or faxed over to you, Miss [PII]?
[CUSTOMER][NEUTRAL] A fax.
[AGENT][NEUTRAL] Fax. OK. May I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so [PII] to your attention.
[CUSTOMER][NEGATIVE] No extension.
[AGENT][NEUTRAL] OK. Is it gonna be to your attention or any attention in particular?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[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. It should be there in a few minutes. Is there anything else I can help you with today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry, no, ma'am, that'll be all.
[AGENT][POSITIVE] Alright, well thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.