AccountId: 011433970860
ContactId: e33f1f71-abd9-4522-b459-33353fc5b945
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75819 ms
Total Talk Time (AGENT): 38391 ms
Total Talk Time (CUSTOMER): 28251 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e33f1f71-abd9-4522-b459-33353fc5b945_20250204T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, my name is [PII] and I'm actually trying to call and make sure we're in network and then get a benefit breakdown for our patient.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] That would be 02446504.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, and then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Brans, I guess it's how you say it, and her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. And are we looking for medical coverage? Is that what we're looking for?
[CUSTOMER][NEUTRAL] No, dental.
[AGENT][NEUTRAL] Dental. OK. So, the patient has a secondary like uh gap insurance with us, but they don't have a dental plan.
[CUSTOMER][NEUTRAL] OK, I'll let her know.
[AGENT][NEUTRAL] OK. Anything else? You, you, you too. Bye-bye.
[CUSTOMER][POSITIVE] All right thank you have a great nope that's it.