AccountId: 011433970860
ContactId: fac03668-f4d6-4b01-a4de-29bb3c59f6d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155020 ms
Total Talk Time (AGENT): 59837 ms
Total Talk Time (CUSTOMER): 47218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/fac03668-f4d6-4b01-a4de-29bb3c59f6d5_20250602T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling from a dental office. I was just wanting to know if we were in network with you guys or out of network.
[AGENT][NEUTRAL] OK, I can help you with network. May I please get your name and your call back number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and then callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh sorry it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then our provider office is Western Dental.
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I only have the name and date of birth.
[AGENT][NEUTRAL] OK. What is the name and the date of birth?
[CUSTOMER][NEUTRAL] Um name is [PII], and then [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. And do you have a social?
[CUSTOMER][NEUTRAL] So I do not.
[AGENT][NEUTRAL] OK, let me see if I.
[AGENT][NEUTRAL] We'll try to find him by his name.
[AGENT][NEUTRAL] OK, I believe I have him. His policy number.
[AGENT][NEUTRAL] Is 263.
[AGENT][NEUTRAL] 5091.
[AGENT][NEUTRAL] The policy is active effective [PII].
[AGENT][NEUTRAL] And you don't have to be in network. He can use any dental provider he chooses.
[CUSTOMER][POSITIVE] OK, OK, thank you so much, that's all I needed.
[AGENT][POSITIVE] You're very welcome you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] But by Miss [PII].