AccountId: 011433970860
ContactId: a2000d47-759a-40db-80f0-4add81adcfda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103190 ms
Total Talk Time (AGENT): 43586 ms
Total Talk Time (CUSTOMER): 28390 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a2000d47-759a-40db-80f0-4add81adcfda_20250516T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from a dentistry. I'm trying to verify a patient's benefits, please.
[AGENT][POSITIVE] All right. Happy to check benefits, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] 02599219
[AGENT][NEUTRAL] All right, let me pull that up here.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII] [PII].
[AGENT][POSITIVE] Thank you. So patient is active. It looks like their effective date.
[AGENT][NEUTRAL] Is [PII].
[AGENT][POSITIVE] And then I can give you a verbal breakdown of whatever you need. We can also send a fax back if that's helpful.
[CUSTOMER][NEUTRAL] Uh fax back please.
[AGENT][POSITIVE] OK, that's a good facts.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, [PII]. Give me about 5 minutes and you should have that. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am, that would be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.