AccountId: 011433970860
ContactId: 8b1afe6c-7e28-4f54-afe7-f2277bfeeb20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129990 ms
Total Talk Time (AGENT): 56250 ms
Total Talk Time (CUSTOMER): 49652 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/8b1afe6c-7e28-4f54-afe7-f2277bfeeb20_20250213T22:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, uh, this is [PII] calling from dental office, and I have a specific question regarding the dental benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and so yeah. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, sure. I have [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02539241.
[AGENT][NEUTRAL] 241 or 251?
[CUSTOMER][NEUTRAL] 241.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you. And what are your questions about the policy?
[CUSTOMER][NEUTRAL] Um, I need to check for this patient that he studied this year if there's any.
[AGENT][NEUTRAL] Benefits available?
[AGENT][NEUTRAL] For eligibility.
[CUSTOMER][NEUTRAL] Oh no, he's [PII].
[AGENT][NEUTRAL] History. OK, history. OK. Bear with me, let me check it. OK.
[CUSTOMER][NEUTRAL] Date of service, yes.
[AGENT][NEUTRAL] All right, there is no history for Ms. [PII].
[CUSTOMER][NEUTRAL] So nothing has been used or used for maximum benefits and deductible?
[AGENT][NEUTRAL] Correct, yes. There's nothing new.
[CUSTOMER][POSITIVE] Yeah, uh, thank you so much and.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] Mm, um, I need the reference number that's all I need.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Uh, can you repeat your name?
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye, Miss [PII].