AccountId: 011433970860
ContactId: b91ce999-8990-4885-8ab7-c3ce7446cb4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246440 ms
Total Talk Time (AGENT): 54915 ms
Total Talk Time (CUSTOMER): 59638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/b91ce999-8990-4885-8ab7-c3ce7446cb4d_20250527T15:55_UTC.wav
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[CUSTOMER][NEUTRAL] You know that.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from the dentist office, a dentist office, Washington Park Dental in [PII].
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] I'm calling because I would like to know if you guys can send me a breakdown breakdown of a patient, a patient's breakdown.
[AGENT][NEUTRAL] Mhm. Absolutely. What's the, yeah, what's the patient's policy number?
[CUSTOMER][NEUTRAL] Of his benefits?
[CUSTOMER][NEUTRAL] Um, one second please.
[CUSTOMER][NEUTRAL] It's um 026.
[CUSTOMER][NEUTRAL] 072-777.
[AGENT][NEUTRAL] All right. Thank you. For documentation, may I please have your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. One moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know the [PII].
[CUSTOMER][NEUTRAL] A lasagna.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Come. See.
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I apologize, [PII]. My system has been running so slow all day. It's just spinning here. I apologize for the hold.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] What is the patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, so patient is active. It looks like their effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your fax number to send the fax back to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, should we mark attention to anybody on that?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Give it about 5 minutes and it should be over there. Anything else I can help with?
[CUSTOMER][POSITIVE] That's all thanks for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.