AccountId: 011433970860
ContactId: 0d5e966f-d74c-47aa-a4ba-055f73cd5ba2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108790 ms
Total Talk Time (AGENT): 37947 ms
Total Talk Time (CUSTOMER): 41090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0d5e966f-d74c-47aa-a4ba-055f73cd5ba2_20250521T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, definitely, my name is [PII]. I'm calling from Kinston Smiles, and I was trying to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with benefits, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I have a group number and a subscriber number which one are we are you wanting?
[AGENT][NEUTRAL] Uh, the subscriber.
[CUSTOMER][NEUTRAL] 02061513
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, microchrome, [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII]. Um, I can send over a fax back that includes all of the coverage, um, unless there's something that you need to go over on the phone.
[CUSTOMER][NEUTRAL] Um, if you can just send a detailed fax back he has stated that this policy was gonna be canceled in March, so it's, it's still active.
[AGENT][POSITIVE] I show it's still active, correct.
[CUSTOMER][NEUTRAL] OK, yes, if you can fax something to me please.
[AGENT][NEUTRAL] OK, and what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me about 2 minutes, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Mhm.