AccountId: 011433970860
ContactId: d583b7f6-264a-4bd8-b6c8-3db5db4ea424
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269690 ms
Total Talk Time (AGENT): 65189 ms
Total Talk Time (CUSTOMER): 57194 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d583b7f6-264a-4bd8-b6c8-3db5db4ea424_20250625T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I was trying to verify benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, our callback number is [PII].
[CUSTOMER][NEUTRAL] And the facility name is called Top Dental.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the patient's name is [PII], spelled [PII] L.
[CUSTOMER][NEUTRAL] Last name [PII], um that's spelled [PII] R.
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02625768.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK. I do show that Mr. [PII] does have an active policy with us and his effective date is
[AGENT][NEUTRAL] Let me look, um, [PII].
[AGENT][NEUTRAL] And if you give me your fax number, I can send you a benefit breakdown and fee schedule for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Of course, um, ready whenever you are.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes, ma'am. I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I get the fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK doke
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] No problem thank you so much I appreciate your help.
[AGENT][POSITIVE] No problem, is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that would be it for today thank you so much.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] My pleasure you have a good day ma'am.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.