AccountId: 011433970860
ContactId: d741fcd1-a1ff-40c0-bfdb-bcc79a0397c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78389 ms
Total Talk Time (AGENT): 26248 ms
Total Talk Time (CUSTOMER): 44566 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d741fcd1-a1ff-40c0-bfdb-bcc79a0397c3_20250127T16:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Gaines Dentistry.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Yeah, just call me, just call me Monday morning.
[AGENT][NEUTRAL] And how can I assist?
[CUSTOMER][NEUTRAL] Um, yes, I needed a backpack of dental benefits for patients.
[AGENT][POSITIVE] OK, I'd be happy to assist with the fax back. Um, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] I'll put you on the system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 122 0272
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] He's a dependent.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that information. Now I'm showing that this policy lapsed [PII].
[CUSTOMER][NEUTRAL] Mm, OK, so it's terminated.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, alrighty, let me call that.
[AGENT][NEUTRAL] Alright, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] And see.
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.