AccountId: 011433970860
ContactId: d4d0be84-90b4-4ce3-815f-e70cf8b44f29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106910 ms
Total Talk Time (AGENT): 38112 ms
Total Talk Time (CUSTOMER): 43478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d4d0be84-90b4-4ce3-815f-e70cf8b44f29_20250409T13:50_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Pediatric Dental OC. Uh, I was just calling to get, uh, a breakdown of benefits tax if possible.
[AGENT][NEUTRAL] OK, do you have a callback number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 245-527-77.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, it is for.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting to fax backup benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I can fax that to you. What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, yes, uh, are we in network with this policy?
[AGENT][NEUTRAL] This policy does not have a network. They can go to any dentist.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, well thank you so much for your help.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.