AccountId: 011433970860
ContactId: d887edef-8c49-4da9-ae77-67d428c3b3de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132970 ms
Total Talk Time (AGENT): 52894 ms
Total Talk Time (CUSTOMER): 40864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/d887edef-8c49-4da9-ae77-67d428c3b3de_20250626T14:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, excuse me, yes, ma'am. I need to get dental history on a patient, please.
[AGENT][NEUTRAL] OK, I can verify that for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII] and may I have your name again, please?
[AGENT][NEUTRAL] Uh yes, ma'am, [PII] E.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And Ms. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] It is 603454.
[AGENT][NEUTRAL] 603454.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh first name is uh [PII] E. Last name is [PII], [PII].
[AGENT][NEUTRAL] OK. And you say you wanted to check history?
[CUSTOMER][NEUTRAL] Yes, and anything towards the $1000 amount?
[AGENT][NEGATIVE] Uh, don't show any benefits have been used for this year.
[AGENT][NEUTRAL] Um, shows the last cleaning, biting, and exam were all on [PII].
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] And it looks like the last full mouth of [PII].
[CUSTOMER][NEUTRAL] Any changes to their groups plan this year?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. I think that'll do with it. And is there a reference number for today?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, perfect. You have a wonderful day. Thank you for your help.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.