AccountId: 011433970860
ContactId: d39d01c5-64b8-4ca5-9ff9-8e25bf3185ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127019 ms
Total Talk Time (AGENT): 63575 ms
Total Talk Time (CUSTOMER): 65225 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/d39d01c5-64b8-4ca5-9ff9-8e25bf3185ed_20250207T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to get a benefit breakdown for my patient, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, 02587044.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, let me get back there. I clicked away.
[CUSTOMER][NEUTRAL] [PII] is his name. It's long.
[AGENT][NEUTRAL] It's a long name.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Uh, they call him [PII], which is helpful. His date of birth is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, but [PII] just sounds fancy too.
[CUSTOMER][POSITIVE] It does, yes.
[AGENT][NEUTRAL] See, I'm showing his effective date is [PII]. He is active and this is for dental?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. You just need a general breakdown of benefits so I can send you a fax back.
[CUSTOMER][NEUTRAL] A fax back would be great.
[AGENT][POSITIVE] Awesome, OK, and what's your fax number?
[CUSTOMER][NEUTRAL] [PII] almost said our phone number [PII].
[AGENT][NEUTRAL] That's what I was thinking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And be having the fax machine call me all afternoon and not answer. That's what every time we starts doing that and you hear that it's like dang it you gave the wrong number again, didn't you?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I've done it. Yeah, I gave the fax number, well, I actually gave my phone number instead of the fax number and just like, what is that sound? Oh, but um you say your name is [PII]?
[CUSTOMER][NEUTRAL] The phone number, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] I has an I just an I.
[AGENT][NEUTRAL] The I just an I. OK, I'll send this out to you in a few moments.
[CUSTOMER][POSITIVE] OK great thanks so much.
[AGENT][POSITIVE] You are welcome. Have a great day and thanks for calling ATL Ms. [PII].
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye.