AccountId: 011433970860
ContactId: c5175b19-b287-45ee-87d0-2589fd94407f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117900 ms
Total Talk Time (AGENT): 45105 ms
Total Talk Time (CUSTOMER): 36791 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c5175b19-b287-45ee-87d0-2589fd94407f_20250606T21:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check benefits and eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Miss?
[CUSTOMER][NEUTRAL] Rodeo Dental and orthodontics.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02627486
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Bear with me just a sec.
[AGENT][NEUTRAL] Do you know what's the name of the main holder of the policy?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], [PII]. Right.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Um, OK, [PII], I don't have that dependent listed on this policy. This is an individual policy.
[CUSTOMER][POSITIVE] Oh, OK, I see. I'll go ahead and let the patient know. I appreciate that, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No ma'am I appreciate it thank you.
[AGENT][POSITIVE] Yeah, you're welcome and thank you for calling APO. Have a good afternoon and a good weekend.
[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] You're welcome.