AccountId: 011433970860
ContactId: 89b0ecf0-ada1-4824-a2dc-bed75ed73577
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268670 ms
Total Talk Time (AGENT): 93901 ms
Total Talk Time (CUSTOMER): 64800 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/89b0ecf0-ada1-4824-a2dc-bed75ed73577_20250415T18:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm with Doctor [PII]'s office. How are you doing?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm well thanks I'm calling to verify um benefits for dental on a patient please.
[AGENT][NEUTRAL] OK, I can help you with dental benefits, Miss [PII]. Can I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So this is for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's 617-184.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy. Uh, her effective date is Feb I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you can give me your fax number, I can send you a fax back with her benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Oh thank you, yes, yes, so our, our fax number is [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 884.
[CUSTOMER][NEUTRAL] 5471.
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I will be right back, ma'am. Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Let's make sure that's right. I can.
[AGENT][NEUTRAL] Option A
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But, but
[AGENT][NEUTRAL] Hello, you need to call your brother.
[AGENT][NEUTRAL] AJ
[AGENT][NEGATIVE] And I think I have your wrong phone number.
[AGENT][NEUTRAL] So you'll have to give me your good phone number.
[AGENT][NEUTRAL] Oh, you're gonna have to write down the whole thing.
[AGENT][NEUTRAL] I don't know what [PII]
[AGENT][NEUTRAL] But call AJ.
[AGENT][POSITIVE] Thank you, Ms. [PII], for holding for me. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you I appreciate your help with that.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope that should do it.
[AGENT][POSITIVE] All right. Well, I hope you have a wonderful rest of your week, ma'am, and we appreciate you calling APL. Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, you have a great week as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.