AccountId: 011433970860
ContactId: c5d00feb-b91b-4527-b614-128ad867fd0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68779 ms
Total Talk Time (AGENT): 29455 ms
Total Talk Time (CUSTOMER): 28951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/c5d00feb-b91b-4527-b614-128ad867fd0b_20250507T19:37_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] Yeah
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Stewart Dental and a patient gave me this card and he's does it have dental coverage or is it medical only?
[AGENT][NEUTRAL] I can check and see, 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 patient's policy number?
[CUSTOMER][NEUTRAL] 02013249
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] All right. So this is a secondary supplemental plan. This one doesn't have any dental coverage.
[CUSTOMER][POSITIVE] OK, that's what I needed to know, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day. Good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] You too. All right, bye-bye.
[AGENT][NEUTRAL] Bye bye.