AccountId: 011433970860
ContactId: af68879e-6a9d-48ea-8c7d-652b45a84255
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126069 ms
Total Talk Time (AGENT): 43219 ms
Total Talk Time (CUSTOMER): 65291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/af68879e-6a9d-48ea-8c7d-652b45a84255_20250211T22:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, is APO dental or is this just um medical?
[AGENT][NEUTRAL] We have dental insurance also.
[CUSTOMER][NEUTRAL] OK, can you look up the policy and tell me if this has a demo policy connected to it before we get started with anything else?
[AGENT][NEUTRAL] OK, I can. May I ask who's calling, please?
[CUSTOMER][POSITIVE] Sure, it's [PII] calling from Beautiful Smiles.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, Ms. [PII], uh, what is your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and then Miss [PII] what is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII], last name is [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, it is going to be [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, I have a, is it OK, 025857887.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, I do not show that [PII] has a dental policy with our company.
[CUSTOMER][NEUTRAL] Does it, does it show any policy?
[AGENT][NEUTRAL] Not for dental.
[CUSTOMER][NEUTRAL] Not for dental. Does it have a medical one here? We're just trying to like there we have a bunch of different cards, so we're trying to figure out what what everything is.
[AGENT][NEUTRAL] OK, the number that you gave me the card number that you gave me is his hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this is just the hospital indemnity plan. OK, that is what I needed. Thank you. OK, bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You take care, Ms. [PII]. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, so