AccountId: 011433970860
ContactId: 98223009-67d4-41d5-b10b-79434b1c0a3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111580 ms
Total Talk Time (AGENT): 43081 ms
Total Talk Time (CUSTOMER): 48759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/98223009-67d4-41d5-b10b-79434b1c0a3a_20250605T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Contegra Family Dentistry. I wonder if you could help me verify some benefits for a patient we're treating.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can verify benefits for you. Uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02576242.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, it shows she had a policy with us, uh, but it terminated [PII].
[AGENT][NEGATIVE] And I don't show any active coverage.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and is there anything, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Alright, and would I be
[CUSTOMER][NEUTRAL] No, it's OK. um, would I just be able to get a reference number for the phone call?
[AGENT][NEUTRAL] Uh, if you like, you can use my name in today's date.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, you can use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then well thank you so much for your help. I really do appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APO Ms [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too, mm bye bye.
[AGENT][NEUTRAL] Bye.