AccountId: 011433970860
ContactId: 06efa3e9-5af1-48c3-a888-2dc21b8e212e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101559 ms
Total Talk Time (AGENT): 46149 ms
Total Talk Time (CUSTOMER): 28869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/06efa3e9-5af1-48c3-a888-2dc21b8e212e_20250212T14:58_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, I was hoping to get a fax back of a patient's dental benefits.
[AGENT][NEUTRAL] OK, well, I can help you with the fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII], it's a [PII] area code.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 607926
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] I
[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. Hold on one moment, let me see what our plan they have.
[AGENT][NEUTRAL] And what is a good number to fax the fax back to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Um, no, it's OK.
[AGENT][NEUTRAL] OK. Well, I'm gonna go ahead and fax this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.