AccountId: 011433970860
ContactId: ab994663-6381-4176-a47f-02b3aa8ed624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154380 ms
Total Talk Time (AGENT): 72726 ms
Total Talk Time (CUSTOMER): 64076 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ab994663-6381-4176-a47f-02b3aa8ed624_20250610T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Regis Court Family Dental, and I'm calling to get some, uh, benefits for a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 02633 excuse me, I'm sorry, let me start over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 636-4888
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] See, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing his effective date is [PII], and he is active.
[AGENT][NEGATIVE] This computer don't like me and you just need a general breakdown of benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] If you have a fax back that would be great.
[AGENT][NEUTRAL] OK, and what is your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you, ma'am. I will send this over to you in a few moments. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yep, can I just, um, just to make sure I have the payer ID and the mailing address would be great.
[AGENT][NEUTRAL] OK, uh, payer ID is 60801.
[AGENT][NEUTRAL] Our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Hello dear how are you?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Yes, ma'am. And on the fax back it does have our payer ID, mail address, and fax number.
[CUSTOMER][POSITIVE] Perfect that's that's good. Thank you for the information. I appreciate it and I'll watch for that fax back to come.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye.