AccountId: 011433970860
ContactId: 0450878b-cce6-4fb4-80d7-0a378dc62085
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102970 ms
Total Talk Time (AGENT): 42994 ms
Total Talk Time (CUSTOMER): 34868 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0450878b-cce6-4fb4-80d7-0a378dc62085_20250203T17:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from the Ohio Community Dental Clinic. I would like to try to get some dental benefits on the patient, please.
[AGENT][NEUTRAL] OK, I can help you with the dental benefits, and Ms. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 715625.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Let me get her date of birth. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII], and there's no other policies with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am I appreciate it.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and I do hope you have a great day, [PII].
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.