AccountId: 011433970860
ContactId: f6fd2138-7dae-43d2-9175-357e1ac21082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107680 ms
Total Talk Time (AGENT): 51238 ms
Total Talk Time (CUSTOMER): 48051 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f6fd2138-7dae-43d2-9175-357e1ac21082_20250306T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hey, my name is [PII] calling from Honor Edge Dental, and I was calling to check to see if the patient was currently still active.
[AGENT][NEUTRAL] Sure, I can see if the policy is active. Uh, you said your name was [PII], I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, good call back number is [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][POSITIVE] Uh yes ma'am, I do.
[CUSTOMER][NEUTRAL] Let me get it for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 0203.
[CUSTOMER][NEUTRAL] 9646.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] And it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII]. Uh, if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes, if you don't mind.
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will get that sent to you. You should get it within 10-15 minutes. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was all I was waiting for today.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you do the same have a good one.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.