AccountId: 011433970860
ContactId: 075fc14e-cc53-4811-9e24-2b7685054618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139259 ms
Total Talk Time (AGENT): 65644 ms
Total Talk Time (CUSTOMER): 38175 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/075fc14e-cc53-4811-9e24-2b7685054618_20250401T14:24_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'm just need to get dental dental benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the dental benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 777-543
[AGENT][NEUTRAL] All right. 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. I am showing that the policy is active. It's been effective since [PII]. And um did you just need a copy of the fax back or you had questions about it?
[CUSTOMER][NEUTRAL] Yeah, does she still have the full $1000 or?
[AGENT][NEUTRAL] For the year, let me see, hold on one second.
[CUSTOMER][NEUTRAL] And yes I do need another fax. The one we have is, I think old.
[AGENT][NEUTRAL] OK, let me see if she, she's [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so so far she has not used any of the benefits, so she still has the $1000 max and the $50 deductible has not been met yet.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, just let me know when you're ready for the fax number.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] No, it's OK um how many pages is it?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, it's a total of 5 pages.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Alright, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, I'm sending this to you now, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APU.
[AGENT][NEUTRAL] Bye bye.