AccountId: 011433970860
ContactId: bb71c64b-9e28-42cd-a60a-b3a93ceeb02f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91790 ms
Total Talk Time (AGENT): 39548 ms
Total Talk Time (CUSTOMER): 49080 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/bb71c64b-9e28-42cd-a60a-b3a93ceeb02f_20250516T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. May I help you?
[CUSTOMER][NEUTRAL] OK. Hi, yes, I'm calling from Brighton Dental Orthodontics. My name is [PII] and I'm calling in regards to benefits for a patient.
[AGENT][NEUTRAL] OK, I verify benefits for you, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 02623588.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] all the way down.
[AGENT][NEUTRAL] OK, thank you. And callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's going to be [PII].
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Can you fax me that please?
[AGENT][NEUTRAL] Sure. What is the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That'd be all.
[AGENT][POSITIVE] OK, uh thank you for calling APM Ms. [PII]. Have a great day and weekend. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye. Mhm.