AccountId: 011433970860
ContactId: e89c98d2-93d4-4efd-97c6-bd571976b2bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242320 ms
Total Talk Time (AGENT): 84667 ms
Total Talk Time (CUSTOMER): 50270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e89c98d2-93d4-4efd-97c6-bd571976b2bb_20250210T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Glenville Family Dentistry. I just need to see about getting um benefits on a patient.
[AGENT][NEUTRAL] OK. Uh, can you repeat the name of the office please?
[CUSTOMER][NEUTRAL] It's Glenville Family Dentistry.
[AGENT][NEUTRAL] Alright, and a callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02582916.
[AGENT][NEUTRAL] All right, let me get that pulled up real quick, hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'll get those benefits verified for you. Let's see. Can you verify the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Oh right, Ms [PII], um, I'm gonna need to transfer you to our benefits department to verify this benefit.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, was there anything else I could do for you before I transfer you?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right. Well, thank you, Ms. [PII] so much for calling APL and I hope you have a wonderful day. Hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] OK, I'm great. Memory, how about you today?
[AGENT][POSITIVE] I'm good, thank you. I have a provider's office on the line calling to verify benefits on a customer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, policy number is 2582916.
[AGENT][NEUTRAL] Caller's name is [PII].
[AGENT][NEUTRAL] With Glendal Family Dentistry.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And her callback number is [PII].
[CUSTOMER][POSITIVE] Alrighty, [PII], go ahead and give me the provider. I'll be glad to help her. You have a great rest of your day.
[AGENT][POSITIVE] You too, love. Thank you.
[CUSTOMER][POSITIVE] Yes ma'am, thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Yes, uh, do I have