AccountId: 011433970860
ContactId: 8af37023-3f88-4e07-b64c-589c1ae9da7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96500 ms
Total Talk Time (AGENT): 46791 ms
Total Talk Time (CUSTOMER): 32917 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8af37023-3f88-4e07-b64c-589c1ae9da7c_20250507T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Selena's Valley Dental Care calling in regards to a patient in the office. I need to confirm accumulation information.
[AGENT][POSITIVE] OK, accumulation. I'm happy to check on that. Do you have their policy number, [PII]?
[CUSTOMER][NEUTRAL] I do it on my file here that would be 024.
[CUSTOMER][NEUTRAL] 57,480.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull that up here.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you so much. Alright, so patient plan has a $500 calendar year max and a $50 deductible. Patient has both amounts remaining for the year. Nothing's been used. Effective date on here is [PII].
[CUSTOMER][POSITIVE] Alright, that's perfect. Thank you so much. I think that's all the information I needed, [PII]. May I please have the reference number for the call and I'm good to go.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and today's date. My name again is [PII], that is spelled [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Good thank you so much, sir. Enjoy the rest of your day and the rest of your week.
[AGENT][NEUTRAL] You as well [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye bye.