AccountId: 011433970860
ContactId: 8d72344c-5485-4ec1-9509-3e52f55e830e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242160 ms
Total Talk Time (AGENT): 73792 ms
Total Talk Time (CUSTOMER): 42315 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/8d72344c-5485-4ec1-9509-3e52f55e830e_20250417T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was just trying to verify dental benefits.
[AGENT][NEUTRAL] OK, I can help you with the benefits of the patient. May I please get your name and your callback number and the name of the dental office you're calling from?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. The number is [PII], and it's Doctor [PII]'s office.
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] [PII], and it's 615-355.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I will send you a benefit breakdown by fax to you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII] and I'm gonna put you on a quick hold while I get that fax ready and I'll be right back with you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sounds great thank you.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I have that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so very much and you have a great weekend and the [PII] Sunday.
[AGENT][POSITIVE] Well, thank you. I appreciate that very much. I hope you have a blessed Easter also. Thank you for calling APL. Is that everything I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] All right. Well, you have a wonderful Easter too, Ms. [PII]. We appreciate you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.