AccountId: 011433970860
ContactId: 0aea6b1b-30bd-41f8-a2c0-a26ea61baf27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158199 ms
Total Talk Time (AGENT): 36737 ms
Total Talk Time (CUSTOMER): 58641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0aea6b1b-30bd-41f8-a2c0-a26ea61baf27_20250508T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was just calling to verify a patient's dental benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, um, it's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I have his social and a group number.
[CUSTOMER][NEUTRAL] But I don't have his I like if it's a regular ID number I don't have that.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] What's his social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, getting that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] And what's the patient's first name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And then [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, right, yeah, alright babe, thank you so much. Have a good one.
[AGENT][NEUTRAL] OK, looks like I found him in the system. What's his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy is effective 47225. It's currently active. I can send over a fax pack that has.
[CUSTOMER][NEUTRAL] 4725.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, so it just got OK, so it's just started on [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and then I can send a.
[CUSTOMER][POSITIVE] OK, yeah, fax back would be great.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me about 2 minutes.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.