AccountId: 011433970860
ContactId: f071a85b-d499-4781-a2ce-80e8037d35e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97019 ms
Total Talk Time (AGENT): 48327 ms
Total Talk Time (CUSTOMER): 28840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f071a85b-d499-4781-a2ce-80e8037d35e5_20250514T15:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office. I'm just trying to get a breakdown of dental benefits for patients, please.
[AGENT][POSITIVE] OK, yeah, I can check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02454757
[AGENT][NEUTRAL] Alright, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that. Uh, so this policy I'm showing did terminate, uh, [PII]. If you give me one moment, I will see if he has one that's active might see a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he does not. This was the last policy he had with us.
[CUSTOMER][NEUTRAL] OK, um, can I just get your name and a reference number for the call today please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, nope, that should be it.
[AGENT][POSITIVE] Alright, well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.