AccountId: 011433970860
ContactId: c0de65ba-c7f0-4c5e-8f57-866ada86dfe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122720 ms
Total Talk Time (AGENT): 36441 ms
Total Talk Time (CUSTOMER): 59636 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/c0de65ba-c7f0-4c5e-8f57-866ada86dfe5_20250421T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to uh verify, uh, insurance, uh, dental benefits for a patient.
[CUSTOMER][NEUTRAL] This is Oshy Family Dental.
[AGENT][NEUTRAL] Of course, I can help you with insurance or verifying benefits today. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Phone call that was like on the.
[CUSTOMER][NEUTRAL] Yes, it is, let's see, 613-747.
[CUSTOMER][NEUTRAL] Oh OK, did you still need to make that appointment?
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, it had popped up right.
[AGENT][NEUTRAL] OK, and then can I get your name and a good callback number please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] OK. And then what is the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The second we should be
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What you trying to come in for?
[AGENT][NEUTRAL] OK, just one moment while I pull up her benefits.
[CUSTOMER][NEUTRAL] Mhm OK I think we have you in the system but I think we have you.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Uh, you may be
[AGENT][NEUTRAL] OK. Would you like me to send you the fax back?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK and then what's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. I'll get this sent right over. Um, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] All right, thank you, no, that is all thank you.
[AGENT][POSITIVE] Alright, yep, thanks for calling APO have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] OK, bye.