AccountId: 011433970860
ContactId: b6c49167-67d3-423d-a35f-c0a2516b3fe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107309 ms
Total Talk Time (AGENT): 29476 ms
Total Talk Time (CUSTOMER): 51000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b6c49167-67d3-423d-a35f-c0a2516b3fe4_20250515T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling from Massin Dental in [PII], um, and I'm trying to verify patients benefits, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] The policy number is there's 12345002588115.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEGATIVE] Date of birth is oh Lord I just lost it.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I show the policy is effective [PII].
[AGENT][NEUTRAL] And I can fax over a fax back that outlines all of the policy um benefits or if there's something you need to on the phone though.
[CUSTOMER][NEUTRAL] That would, that would be.
[CUSTOMER][POSITIVE] No, that would be great. Uh thanks, that would be great.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes and um is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be perfect thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.