AccountId: 011433970860
ContactId: 0cfc0ab7-76e0-4b85-a748-b9157cdc0aa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93739 ms
Total Talk Time (AGENT): 49439 ms
Total Talk Time (CUSTOMER): 34834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0cfc0ab7-76e0-4b85-a748-b9157cdc0aa4_20250217T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Mila Dental. I was calling to verify a patient's benefits.
[AGENT][NEUTRAL] Sure, I could check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's a direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's 617-205.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII]. If you'd like, I can send you a fax back that shows all of their covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes, if you don't mind.
[AGENT][NEUTRAL] Of course, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Got it. Alrighty, I will get that sent to you. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was it. I thank you and you have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too.