AccountId: 011433970860
ContactId: ea801571-f63e-4027-a8a5-0441c8ecf807
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102000 ms
Total Talk Time (AGENT): 48652 ms
Total Talk Time (CUSTOMER): 44971 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ea801571-f63e-4027-a8a5-0441c8ecf807_20250123T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. It's [PII] I'm calling from a dental provider office to get a breakdown of dental benefits.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with that breakdown today. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] or I'm sorry uh no that is correct uh oh my goodness where's my brain today?
[CUSTOMER][NEUTRAL] [PII], it's a direct line you can just ask for me.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01986328
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] All right, thank you. And you're calling for a dental breakdown?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now he does not have dental coverage with us. He only has medical, uh, secondary medical coverage.
[CUSTOMER][NEUTRAL] OK, that's what I was assuming. OK, I just wanted to double check on that. Well, I appreciate that. Can I get a reference number please?
[AGENT][POSITIVE] Reference number is my name and today's date, and I spell my name [PII], it was a pleasure to assist you. Sorry, I couldn't provide that dental breakdown for you, but I hope you have a wonderful day.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Yeah, no worries at all I appreciate your help today thank you so much.
[AGENT][POSITIVE] My pleasure. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Uh huh thank you bye.
[AGENT][NEUTRAL] Bye bye.