AccountId: 011433970860
ContactId: ad63f58f-db5e-406f-aa83-923e4c90f407
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405320 ms
Total Talk Time (AGENT): 56542 ms
Total Talk Time (CUSTOMER): 33010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ad63f58f-db5e-406f-aa83-923e4c90f407_20250515T13:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Doctor [PII]'s office, and I just need to check benefits on a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Will the family dentistry?
[AGENT][NEUTRAL] You said Wolly?
[CUSTOMER][NEUTRAL] Woolsey.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 616-629.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. OK, Miss [PII], and you say you need benefits today. um, do you need the, the information faxed over to you? This one pays that amount.
[CUSTOMER][POSITIVE] Oh yes, please.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat this back to you. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Hello?
[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 Ms. [PII]. I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Hello, Ms. [PII].