AccountId: 011433970860
ContactId: 8d489216-3456-4348-857c-83d729a00ada
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103690 ms
Total Talk Time (AGENT): 41066 ms
Total Talk Time (CUSTOMER): 48902 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/8d489216-3456-4348-857c-83d729a00ada_20250515T16:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I'm calling from a dental office and I was trying to get a fax back of a breakdown for a member.
[AGENT][POSITIVE] Yeah, sure, I can send that back to you.
[AGENT][NEUTRAL] Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, it is, hang on one second. Oh, hold on, I don't think that's right. Let me look at.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02544545
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Mhm. First name is [PII] Last name is [PII], [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy did terminate [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, they do not. This was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, plan term you said [PII]?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] 2325. OK, I'm just jotting that down so I can let them know. Alrighty, well then I'll reach out to the patient and let them know thank you so much.
[AGENT][NEUTRAL] Sure, of course.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's everything you have a great day.
[AGENT][POSITIVE] All right you too thank you bye bye.
[CUSTOMER][POSITIVE] Thanks bye.