AccountId: 011433970860
ContactId: bf129ac1-7a84-42a1-83ca-258e576e71ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139009 ms
Total Talk Time (AGENT): 62919 ms
Total Talk Time (CUSTOMER): 52201 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bf129ac1-7a84-42a1-83ca-258e576e71ea_20250114T17:27_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I need some information on a patient please.
[AGENT][POSITIVE] Oh yeah, I'd love to help you today. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and a good phone number is [PII].
[AGENT][POSITIVE] Thank you and Miss [PII], what sort of information are we looking for today?
[CUSTOMER][NEUTRAL] Uh, dental benefits.
[AGENT][POSITIVE] OK wonderful and may I have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, it looks like their ID number is 60801.
[AGENT][POSITIVE] I believe that's uh well.
[AGENT][NEUTRAL] That's our payer ID. Do you have a different number?
[CUSTOMER][NEUTRAL] Oh, I, I don't, but I have a social [PII].
[AGENT][NEUTRAL] OK, I can search it. Sorry, [PII]?
[CUSTOMER][NEUTRAL] OK, 413-730-319.
[AGENT][POSITIVE] Perfect, give me a minute to get that looked up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What would be your insured, I'm so sorry. Actually, I thought it was on the screen and it went away. Um, what is their date of birth and
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, a name.
[CUSTOMER][NEUTRAL] OK, [PII] it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. I really appreciate that. Sorry, I stumbled my way through speaking.
[CUSTOMER][NEUTRAL] You're right, no.
[AGENT][NEUTRAL] Um, so I do have Mr. [PII] here. I do see him. Unfortunately, it looks like his policy is no longer active with us.
[CUSTOMER][NEUTRAL] OK, can you tell me what it termed?
[AGENT][NEUTRAL] Um, so I.
[AGENT][NEUTRAL] Yeah, I have this term date listed as [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, absolutely, my pleasure, Ms. [PII]. Thanks for calling APL and you have such a fabulous day.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you.
[AGENT][POSITIVE] My pleasure bye bye.
[CUSTOMER][NEUTRAL] Bye bye.