AccountId: 011433970860
ContactId: 9968723a-22aa-4ef1-8828-f2f053cffd69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459769 ms
Total Talk Time (AGENT): 64129 ms
Total Talk Time (CUSTOMER): 61552 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9968723a-22aa-4ef1-8828-f2f053cffd69_20250221T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from our provider's office. Um, I need to get a dental benefit right down for a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure, I can assist you with dental breakdown, [PII]. And may I have a callback number just in case we get disconnected and the name of the facility?
[CUSTOMER][NEUTRAL] Yes, it's Smith Dental Care. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] Yes, 02520891.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you need a breakdown given to you verbally or faxed over to you, Ms. [PII].
[CUSTOMER][NEUTRAL] Um, a fax back is fine.
[AGENT][NEUTRAL] OK, may I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Um, does the fax show, um, accumulations?
[AGENT][NEUTRAL] No, let me get that for you. One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, she has not used her benefits uh for this, he has not used this benefits for this year for [PII], so he still have the full amount available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and, and it's a calendar year plan?
[AGENT][NEUTRAL] Yes, it is a calendar your plans.
[CUSTOMER][POSITIVE] All right, perfect. OK, that is all I need thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.