AccountId: 011433970860
ContactId: d2f86c88-2b11-4309-81c7-4a093a923f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81620 ms
Total Talk Time (AGENT): 44651 ms
Total Talk Time (CUSTOMER): 22957 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d2f86c88-2b11-4309-81c7-4a093a923f9a_20250603T19:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to get dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with dental benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Hall Family dentistry.
[AGENT][NEUTRAL] OK. And may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII], the policy number is 02283460.
[AGENT][NEUTRAL] OK, let me look him up.
[AGENT][NEUTRAL] OK, so looking at this policy for [PII], um, the policy is no longer active. It terminated on [PII].
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] And I, you're welcome. There's no active policies at this time. I looked to see if he had another, but he doesn't.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sounds good thank you bye bye.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and thank you.