AccountId: 011433970860
ContactId: cdd49080-296b-4048-b050-d66c920c0869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333839 ms
Total Talk Time (AGENT): 63911 ms
Total Talk Time (CUSTOMER): 44459 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/cdd49080-296b-4048-b050-d66c920c0869_20250218T20:04_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] I'm sorry, my name is [PII]. What did you say your name was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh, OK, I'm calling from Evans Dental Group to verify dental benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02560657
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh yeah, [PII]'s date of birth [PII].
[AGENT][NEUTRAL] All right thank you and you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Can you fax it?
[AGENT][NEUTRAL] I can, yes. What is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 96.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line, Miss [PII]?
[CUSTOMER][NEGATIVE] Um, no, not at all.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back and we can resend it, but it should be there by then.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right thank you so much for your help. I hope you have a great day.
[AGENT][NEUTRAL] And you, you as well. Is there anything else I can help you with today? Any other information you need?
[CUSTOMER][NEGATIVE] No, that's it, no.
[AGENT][POSITIVE] OK. Have a good day and thank you for calling APR. Have a good week. Thank you. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You too, yes ma'am, you too bye bye.