AccountId: 011433970860
ContactId: fea27cc1-bbae-4b93-95b9-292f1fe22488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114069 ms
Total Talk Time (AGENT): 54889 ms
Total Talk Time (CUSTOMER): 43247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/fea27cc1-bbae-4b93-95b9-292f1fe22488_20250501T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm just trying to see if I could get patient benefits.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] What was that? I'm sorry.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 245-436-0.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the name of the facility from my location?
[CUSTOMER][NEUTRAL] It is Zen Dental owned by Doctor [PII].
[AGENT][NEUTRAL] Thank you. All right, let me see if I can find a new policy. This one is terminated, OK? One moment.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] No, I don't have a new policy for this member. This one was terminated back in [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much for that. Can I just get your name one more time and the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. My name is [PII], that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK sounds good thank you so much for that.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] You're welcome. Bye bye.