AccountId: 011433970860
ContactId: b113cd91-af6a-43e8-9e5f-a165664cdea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156240 ms
Total Talk Time (AGENT): 60942 ms
Total Talk Time (CUSTOMER): 41632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b113cd91-af6a-43e8-9e5f-a165664cdea4_20250319T13:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] at Willowbrook Dental Center in [PII], and I'm calling to verify benefits for a new patient.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a call back number?
[CUSTOMER][NEUTRAL] Uh, our callback number is [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is um 02574708.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for verifying the policy.
[AGENT][NEUTRAL] Uh, and you did say you were calling for benefits. Uh, would you like us to fax over a copy of the benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That would
[CUSTOMER][POSITIVE] Yes ma'am, that would be wonderful.
[AGENT][POSITIVE] OK, let me get that pulled up for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is gonna be for a [PII].
[AGENT][NEUTRAL] And I show that [PII]'s policy has been effective since [PII], I'm sorry [PII]. It is still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um, [PII], will I be sending that fax to your attention?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is all thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am [PII] you too bye bye.
[AGENT][NEUTRAL] Bye bye.