AccountId: 011433970860
ContactId: b2f042d9-d953-4418-a785-37f1349c942d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156639 ms
Total Talk Time (AGENT): 66189 ms
Total Talk Time (CUSTOMER): 57407 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b2f042d9-d953-4418-a785-37f1349c942d_20250610T15:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm looking for dental benefit for the patient. Could you please help me with that?
[AGENT][POSITIVE] Mm, sure. I can assist you with dental benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. It's spelled as [PII].
[AGENT][POSITIVE] Thank you, thank you, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Call back. It will be [PII].
[AGENT][NEUTRAL] What's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, it will be Smile [PII] of [PII].
[AGENT][NEUTRAL] How do you spell um the other name after smile?
[CUSTOMER][NEUTRAL] After a smile, it's exchange like [PII]
[AGENT][NEUTRAL] Exchange.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Of Springfield.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure, patient policy number I have here, it's 02454494.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. Patient's name is [PII] and date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], this policy is terminated. It was effective from [PII] and it terminated on [PII], and there's no other policies available.
[CUSTOMER][POSITIVE] All right. No problem. No worries. Could you help me with your name and call reference for this one?
[AGENT][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] And we don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much for that. You, you have a wonderful day ahead and take care. Bye for now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] But