AccountId: 011433970860
ContactId: 01da4f28-147d-4aa3-9336-7ba4ffc1be67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135360 ms
Total Talk Time (AGENT): 62896 ms
Total Talk Time (CUSTOMER): 37831 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/01da4f28-147d-4aa3-9336-7ba4ffc1be67_20250425T20:38_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling to verify uh benefits for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02483984.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] 024
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dental?
[AGENT][NEUTRAL] Oh well this is dental. Hold on one second.
[AGENT][NEUTRAL] At first it looked like it was medical.
[CUSTOMER][NEUTRAL] Oh, OK, um, do you guys do a fax back?
[AGENT][NEUTRAL] Yes, I can fax you a fax back, but did you have any particular questions while we're on the line?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And about how long would it take to get that fixed?
[AGENT][NEUTRAL] Um, we say at least an hour, um.
[AGENT][NEUTRAL] To receive it
[CUSTOMER][NEUTRAL] OK, that should be OK.
[AGENT][POSITIVE] But if you haven't received it, definitely give us a call back and we can definitely resend it for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alrighty, so I went ahead and sent that over for you. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's everything.
[AGENT][POSITIVE] Alrighty, well thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you bye bye.