AccountId: 011433970860
ContactId: a46873e6-cc33-4fdf-b46f-d58cd013e30a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85470 ms
Total Talk Time (AGENT): 38779 ms
Total Talk Time (CUSTOMER): 44150 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a46873e6-cc33-4fdf-b46f-d58cd013e30a_20250522T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Aspen Dental. Um, would you be able to help me with getting a patient's dental eligibility and benefit information?
[AGENT][POSITIVE] Yeah, sure. Yes, I can assist you.
[CUSTOMER][POSITIVE] I don't know if I'm calling the right number. OK, perfect.
[AGENT][NEUTRAL] You are Ms. [PII]. OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII] option 2.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, 02580114.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] His name is [PII], and it's [PII].
[AGENT][NEUTRAL] All right. Thank you, Ms [PII]. Um, this particular policy is not a dental policy and we do not cover dental under this one. This one is just medical.
[CUSTOMER][POSITIVE] OK, I will reach out to him and let him know thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it, ma'am. Thank you so much you have a great day. OK, thank you, bye.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You as well. Thank you for calling APL bye-bye.