AccountId: 011433970860
ContactId: b8eb30e5-993a-46a2-810d-a0b5abd8724c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182190 ms
Total Talk Time (AGENT): 69012 ms
Total Talk Time (CUSTOMER): 100210 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b8eb30e5-993a-46a2-810d-a0b5abd8724c_20250417T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, please tell me again, how do you spell your name, please?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] OK, thank you. Um,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII] and I am calling from Dr. [PII] Goodwin's office, a dental office, and I am trying to get a breakdown of benefits for a patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with a breakdown of benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII] is our main line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Well, let's see if I, let's see, policy number, it is 02580345.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Cause it, it looks like what I'm looking at is her medical card. She didn't give me a dental card, but I didn't know if, you know, if they were the same thing. I don't, I don't know.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, um.
[AGENT][NEUTRAL] more than likely it's different, but let me see if I can find it. What's the name and date of birth?
[CUSTOMER][NEUTRAL] So that, that
[CUSTOMER][NEUTRAL] Uh, let's see, her name is [PII] Her date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Alright, let me see if I can find it then you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, well, she don't have a dental with us.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, she only has a medical and it looks like a life, but there's no dental.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] No dental, OK.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Because with that that policy number would show if she had dental, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK. All right, uh, let me see, so no dental and just in case she thinks that she does, can I have a reference number that she, you know, that she can refer back to about this?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, sure. Well, we don't have reference numbers, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, so it like I think you said SOL and then M and then today's date, OK, alright.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah. Correct. Yes, that is correct. Yes. Mhm.
[CUSTOMER][POSITIVE] Thank you, thank you. Well, you have a wonderful day, OK? Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well. Have a good afternoon. Thank you for calling ATO. Bye-bye [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.