AccountId: 011433970860
ContactId: b12f9c8c-14f9-4d4c-9697-59451529cd40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510140 ms
Total Talk Time (AGENT): 70148 ms
Total Talk Time (CUSTOMER): 72474 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b12f9c8c-14f9-4d4c-9697-59451529cd40_20250410T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name's [PII]. I'm calling from uh dental office, just hoping to get a fax back of benefits for a patient, please.
[AGENT][POSITIVE] Yeah, of course, I can help you with that masks bag.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Do you have the policy number? Yeah.
[CUSTOMER][NEUTRAL] Um, yes, the number that I have is 02596197.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Perfect. Thank you. Let's see. OK, and then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that is [PII]. Uh, date of birth is.
[CUSTOMER][NEUTRAL] Uh let me get that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you're just needing a dental fa fax back, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, can I have your fax number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, and then I'll send that fax fax back over to your dental office, OK?
[CUSTOMER][POSITIVE] Perfect sounds good thank you so much.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yeah, just a few things that may not be on the fax back. um, can you like let me know if there's a missing tooth clause on this plan?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, I'm looking right now.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, give me just one second. I'm gonna put you on a brief hold so I can reach out to a colleague, OK?
[CUSTOMER][POSITIVE] OK, no worries, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], thank you for holding. So, it looks like this policy does have a missing tooth cloth.
[CUSTOMER][NEUTRAL] OK, yeah, of course.
[CUSTOMER][POSITIVE] OK. OK, perfect.
[CUSTOMER][POSITIVE] Alrighty sounds good well thank you so much for your help.
[AGENT][NEUTRAL] Of course, I'll send this over to you, OK?
[CUSTOMER][POSITIVE] Perfect, thank you, take care.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh no that's it thank you.
[AGENT][NEUTRAL] No, OK, thanks for calling APL.
[CUSTOMER][POSITIVE] Have a good one bye bye.
[AGENT][POSITIVE] Have a good day bye.