AccountId: 011433970860
ContactId: e1ee0c82-0661-4874-80ff-364dd79fde16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38209 ms
Total Talk Time (AGENT): 13041 ms
Total Talk Time (CUSTOMER): 25761 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/e1ee0c82-0661-4874-80ff-364dd79fde16_20250224T16:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Doing alright, thank you. I just had a question for you. I've not actually run across this. I have a provider calling to ask about um coordination of benefits. This is one of the, uh, select dental policies that just pays the set dollar amount uh per procedure, um.
[AGENT][NEGATIVE] They do not coordinate benefits at all.
[CUSTOMER][NEUTRAL] I didn't think so. It just pays that amount regardless, right?
[AGENT][NEUTRAL] Right, no matter what other, the other insurance pays, it pays what's on that pay schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is what I thought just wanted to make sure. I appreciate it thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] All right, bye bye.