AccountId: 011433970860
ContactId: ab1ba8ea-5f6f-4cb1-b0b7-f040eb5815c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106050 ms
Total Talk Time (AGENT): 43945 ms
Total Talk Time (CUSTOMER): 42587 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ab1ba8ea-5f6f-4cb1-b0b7-f040eb5815c3_20250610T18:37_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from a dental office to check if you can send me through fax of the benefits of a patient.
[AGENT][NEUTRAL] Visual benefits? Sure, I can assist you with the fax bag. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 1476926.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the name is [PII], and date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, um, I don't have an active policy for this number. Um, this policy has been terminated since [PII].
[CUSTOMER][POSITIVE] Oh OK all right well thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that will be all, thanks.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.