AccountId: 011433970860
ContactId: c946c224-b6ce-45a2-ad98-a82f7bb7f1bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128000 ms
Total Talk Time (AGENT): 29424 ms
Total Talk Time (CUSTOMER): 53987 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c946c224-b6ce-45a2-ad98-a82f7bb7f1bd_20250606T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from Buggy Creek Dental Care. Um, I wanna know if we are in network with you guys.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, give me one moment, um.
[CUSTOMER][NEUTRAL] It is 0263.
[CUSTOMER][NEUTRAL] 352-889.
[AGENT][NEUTRAL] Uh, it's too many numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, it's um last name is [PII].
[CUSTOMER][NEUTRAL] And first name is [PII]
[AGENT][NEUTRAL] I spell that.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] Um, give me one moment.
[CUSTOMER][NEUTRAL] Uh, give me one moment, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, I don't show her in our system. Uh, do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] No. No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. I don't show that patient in in our system.
[CUSTOMER][NEUTRAL] I only have
[CUSTOMER][NEUTRAL] OK, all right, so let me contact the patient and I will let her know.
[AGENT][POSITIVE] OK. Well, uh thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][NEUTRAL] Mm