AccountId: 011433970860
ContactId: ebaede16-621a-4310-aee5-c03077b9e496
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139779 ms
Total Talk Time (AGENT): 41061 ms
Total Talk Time (CUSTOMER): 46399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ebaede16-621a-4310-aee5-c03077b9e496_20250509T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Brownstone Dental. Um, I have a patient coming in tomorrow and I have their insurance card on file, but I'm not able to find any dental benefits. I wanna make sure that I'm not looking in the wrong place and there's in fact no dental benefits for this plan.
[AGENT][NEUTRAL] OK. Do you have the card uh number?
[CUSTOMER][NEUTRAL] Yeah, I have an employee ID.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] OK, um, it's D as in Delta 45302479.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And nor do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, I, that's a policy number for like a limited hospital plan, but I can look and see if we have a dental policy by chance. Um, do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] What is that first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, now I don't show up a dental policy on file.
[CUSTOMER][POSITIVE] OK sounds great thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Oh, sorry, oh sorry, before you leave, can I please get a reference number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, my, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Um, my, my name.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.