AccountId: 011433970860
ContactId: cdc9ef66-1e51-40ac-8a4e-b4ae356d3ae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274540 ms
Total Talk Time (AGENT): 69370 ms
Total Talk Time (CUSTOMER): 59810 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/cdc9ef66-1e51-40ac-8a4e-b4ae356d3ae9_20250416T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was calling to verify dental benefits for patients.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with dental benefits. Can I please get your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Absolutely that is [PII] option number 2.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is the name of the facility you're calling from?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is Aspen Dental.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Absolutely, so, um, policy number 026.
[CUSTOMER][NEUTRAL] 12481.
[CUSTOMER][NEUTRAL] And his name and date of birth is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy number for us real quick.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] You're wel you're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number I'll send you a fax with his benefit breakdown along with the fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect, absolutely fax number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I get the snacks ready for us, and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] OK perfect awesome thank you. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Awesome perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today before we go?
[CUSTOMER][POSITIVE] I know if that was everything thank you though.
[AGENT][POSITIVE] Alright well you have a wonderful [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.