AccountId: 011433970860
ContactId: f1307cc4-8aba-4fa4-ba0e-e73bfeb83c4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239039 ms
Total Talk Time (AGENT): 59997 ms
Total Talk Time (CUSTOMER): 80074 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f1307cc4-8aba-4fa4-ba0e-e73bfeb83c4f_20250424T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] here at Bella Family Dentistry. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you? You're nice and bubbly.
[CUSTOMER][NEUTRAL] I'm doing uh well always ain't no need to be me.
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] All right, I just need um a breakdown of benefits if that's OK.
[AGENT][NEUTRAL] OK, do you want to fax it over to you?
[CUSTOMER][POSITIVE] Sure, that'd be nice.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Let's see here 02588235.
[AGENT][NEUTRAL] And what's your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm pulling up the policy.
[CUSTOMER][POSITIVE] Hey, no worries.
[CUSTOMER][NEUTRAL] [PII], she is active the rep just answered, so she has coverage the rep just answered so.
[CUSTOMER][NEUTRAL] Is it raining where you are?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] It's nice and gloomy day.
[AGENT][NEUTRAL] It is.
[AGENT][POSITIVE] It's Pretty though.
[CUSTOMER][NEUTRAL] And humid here in the South.
[AGENT][POSITIVE] Yeah, it's pretty.
[CUSTOMER][NEUTRAL] It is, yes.
[CUSTOMER][POSITIVE] It'll be good for my flowers. I'm ready for them to start blooming.
[AGENT][POSITIVE] Oh, absolutely, me too, exactly.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name's [PII]. Let me get her date of birth pulled up.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're in the middle of trying to update our our metrics and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Just messing with our internet and everything else.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Alright, thank you for that and um let's see, I'm showing an effective date of [PII], uh, the policy is active. I don't show any uh any claims for her, so none of the benefits have been used, and um we can get the schedule over to you within the next 2 to 5 minutes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Wonderful. That sounds great. Thank you.
[AGENT][POSITIVE] All [PII]. And did you have any other questions I can help out with today?
[CUSTOMER][POSITIVE] No ma'am, thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome. It's on its way, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][NEUTRAL] Bye bye.