AccountId: 011433970860
ContactId: da0aded8-b13f-43c0-a19c-014dd9c5be27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305429 ms
Total Talk Time (AGENT): 58336 ms
Total Talk Time (CUSTOMER): 46461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/da0aded8-b13f-43c0-a19c-014dd9c5be27_20250314T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to get dental benefits for a patient, please.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with benefits for a patient. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII]. I am calling on behalf of Affordable Ventures and implants or it could be under [PII] of [PII].
[AGENT][NEUTRAL] OK, thank you so much and then what is the name of the patient and their date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII] and policy number is 02317183.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that uh [PII] does have an active policy with us. The effective date of the policy is [PII]. And if you can give me your fax number, I'll send you a fax back with this benefit and fee schedule breakdown.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] What the crap.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you for holding for me Miss [PII]. I I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Um, no, I believe that's all. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome thanks for calling APL have a great weekend.
[CUSTOMER][NEUTRAL] Alright you too mhm bye.