AccountId: 011433970860
ContactId: 085f61e2-cc0d-4410-82a7-79839d72fece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98580 ms
Total Talk Time (AGENT): 36576 ms
Total Talk Time (CUSTOMER): 30870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/085f61e2-cc0d-4410-82a7-79839d72fece_20250520T15:46_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from a provider's office. I was calling to verify a patient's dental benefits.
[AGENT][POSITIVE] Sure, I can verify benefits for you, and I'm so sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02456317.
[AGENT][POSITIVE] Thank you, give me one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] So they had a policy with us but it terminated, excuse me, [PII].
[AGENT][NEUTRAL] Of this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect well thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh no, ma'am, that'll be all.
[AGENT][POSITIVE] OK, uh thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.