AccountId: 011433970860
ContactId: 943177b0-90b2-4ee7-abda-f9eb202637ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313929 ms
Total Talk Time (AGENT): 78629 ms
Total Talk Time (CUSTOMER): 77717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/943177b0-90b2-4ee7-abda-f9eb202637ec_20250519T19:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I work at a dental office and I was looking to get a dental breakdown for a patient of ours.
[AGENT][NEUTRAL] OK, I can help you with a fax back up uh breakdown. Um, can I please get your name, your call back number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So my name is [PII] um and you said you need my provider or the where our location.
[AGENT][NEUTRAL] Uh, just the name of your facility?
[CUSTOMER][NEUTRAL] Uh, Aspen Dental.
[AGENT][NEUTRAL] Aspen Dental. OK, and then [PII], what is your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] [PII] and it's option two.
[AGENT][NEUTRAL] Thank you. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] and I don't know how to pronounce his last name, so I'm gonna just spell it. It is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh my. OK, we'll just call him [PII] because I don't know how to say that either.
[AGENT][NEUTRAL] OK. All right. And what is [PII]'s date of birth and policy number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the member ID he provided to me was 02621118.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I'll get that fax ready to send back to you.
[CUSTOMER][NEUTRAL] Yeah, our fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get this fax ready and I'll be right back with you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 5525.
[AGENT][NEUTRAL] 500
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, [PII] for holding for me. I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] All right, thank you for that.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No that'll be it you have a nice day.
[AGENT][POSITIVE] You have a good day too and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Alright you have a nice day bye bye.