AccountId: 011433970860
ContactId: b84de0d4-9996-4e9e-bf5f-5d26dd44d09a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87599 ms
Total Talk Time (AGENT): 27469 ms
Total Talk Time (CUSTOMER): 31847 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b84de0d4-9996-4e9e-bf5f-5d26dd44d09a_20250606T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to find, um, dental benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with dental benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's 02605652.
[AGENT][NEUTRAL] And you said dental benefits, correct?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] What was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, so the subscribers [PII] [PII], um, but I'm looking for his wife [PII] [PII].
[AGENT][NEUTRAL] So it looks like the policies we have for them, this is a hospital indemnity policy.
[AGENT][NEUTRAL] Um, and then they have like a group accident. I don't show any dental policy on file.
[CUSTOMER][NEUTRAL] OK, alright, I will let them know.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] Thank you, no, ma'am, that's it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Ex