AccountId: 011433970860
ContactId: cc2f41c3-b385-4987-b99f-456b7a5ae7bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140800 ms
Total Talk Time (AGENT): 50423 ms
Total Talk Time (CUSTOMER): 65025 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/cc2f41c3-b385-4987-b99f-456b7a5ae7bc_20250204T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from a dental provider office and I just had a question on when a patient was active with their dental policy.
[AGENT][NEUTRAL] Sure, I can see when that policy is active. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh huh, it's area code [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. Uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, let me get back in here.
[CUSTOMER][NEUTRAL] And pull up her card.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Well I thought here we go let me look at this.
[CUSTOMER][NEUTRAL] OK, I don't for some reason have the card even scanned in here. It's an old policy. Can I give you her social instead or can you not use the social? OK, um, it's [PII].
[AGENT][POSITIVE] Sure, yeah, we can use the special.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For real
[AGENT][NEUTRAL] And what was the name of the patient?
[CUSTOMER][NEUTRAL] Um, [PII] date of birth [PII].
[AGENT][POSITIVE] Got it. OK, thank you. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look here. All right, there is her dental policy and I can give you the policy number if you need it. Um, so the effective date was [PII], and then it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect yes, what is that member ID number if I can grab that really fast?
[AGENT][NEUTRAL] Sure, it's 02.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 37
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1422.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect all right that takes care of my questions thanks so much for your help I appreciate it.
[AGENT][POSITIVE] Sure, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.