AccountId: 011433970860
ContactId: 939b0005-8939-4460-8282-adeea6d0db99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98239 ms
Total Talk Time (AGENT): 47124 ms
Total Talk Time (CUSTOMER): 33953 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/939b0005-8939-4460-8282-adeea6d0db99_20250603T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I'm with the dental provider's office. I was calling to see if I can get some benefit information for a patient.
[AGENT][NEUTRAL] Uh, yes, ma'am. And I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, the one I have is 606337.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, yes. Let's see.
[AGENT][NEUTRAL] I'm showing her effective date is [PII]. She is active on the policy, and if you like, I can send you a fax back.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and what's that fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That is all thank you.
[AGENT][POSITIVE] All right, well I will send this off to you in a few moments and I thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.