AccountId: 011433970860
ContactId: c09fb33c-9687-415d-a996-910dbbcf1d51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169839 ms
Total Talk Time (AGENT): 46131 ms
Total Talk Time (CUSTOMER): 49008 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c09fb33c-9687-415d-a996-910dbbcf1d51_20250106T21:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, we can.
[CUSTOMER][NEUTRAL] Yes, see, I'm calling to get a breakdown of dental benefits please.
[AGENT][NEUTRAL] OK, your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] No, no, you're fine can you hear me now?
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] You sound like you're in a tunnel. I can, I'll try to, I'll try to make do. You sound like you're in a tunnel though. Spell your name for me.
[CUSTOMER][NEUTRAL] OK, can you hear me?
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII], OK, and your dental provider?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, you have a policy number?
[CUSTOMER][NEUTRAL] Um, it's 217-333-5.
[AGENT][POSITIVE] Great thank you and what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you give me a moment to pull up the file, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's like right now.
[CUSTOMER][NEUTRAL] He's up here
[CUSTOMER][NEUTRAL] there
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name and date of birth, uh, [PII]?
[CUSTOMER][NEUTRAL] His name is [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] that
[AGENT][POSITIVE] So now I show the dental policy became effective.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] This policy is no longer active as of, uh, [PII], and this is the dental policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect that's exactly what I need to know. Well, thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] Uh, you're welcome, [PII]. Any other questions?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye.