AccountId: 011433970860
ContactId: c793db35-fe61-41a7-b6c0-d5035bf4ba29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156550 ms
Total Talk Time (AGENT): 24474 ms
Total Talk Time (CUSTOMER): 48258 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c793db35-fe61-41a7-b6c0-d5035bf4ba29_20250416T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. I'm [PII]. Uh, I hope so we just talked before.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. I'm [PII] calling on behalf of the dental provider's office to check the benefits of a patient.
[CUSTOMER][NEGATIVE] I just hope we just got connected then the line gets automatically disconnected.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, yeah, let's see.
[AGENT][NEUTRAL] [PII], what was that uh call back number for you please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and then, uh, what was that policy number, please?
[CUSTOMER][NEUTRAL] Mhm. 02579759.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh yes, patient just uh horn there.
[CUSTOMER][NEUTRAL] of [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] [PII], I'm so sorry you're cutting out pretty bad. Could you repeat that please?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Mhm. Yes, patient is [PII]. Date of birth. Yes, I can hear you, [PII]. Can you hear me right now?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, [PII], I can hear you clearly. Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, can you help me?
[CUSTOMER][NEUTRAL] Uh, [PII], can you hear me?