AccountId: 011433970860
ContactId: 0efeb6b9-42df-4406-913f-c19920d4bcf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264429 ms
Total Talk Time (AGENT): 70288 ms
Total Talk Time (CUSTOMER): 60935 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/0efeb6b9-42df-4406-913f-c19920d4bcf3_20250529T20:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. And can you help me verify this patient, please?
[AGENT][NEUTRAL] OK. Um, can I get the policy number and
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. It's 02576161.
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] OK, hold on just a moment. um, can I get a good callback number just in case we're disconnected please?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You, uh, yeah, [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and hold on just a second while I pull up the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's called [PII], [PII].
[AGENT][NEUTRAL] OK. And how can I help you with this policy?
[CUSTOMER][NEUTRAL] Can you tell me the summary of the benefit breakdown and also the history of this patient, please?
[AGENT][NEUTRAL] OK, I would need to get someone in our claims department that can help you with the claims and the benefits. Um, is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh, this is regarding about the benefits, right? The dental benefits.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's what I need only.
[AGENT][NEUTRAL] All right. Hold on. Just
[CUSTOMER][NEUTRAL] The benefit breakdown.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a wonderful day, [PII] and hold and I'll connect you with benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey [PII] doing good how are you?
[AGENT][NEUTRAL] I'm good. I have [PII] on the phone. She's a provider needing benefits on this policy.
[CUSTOMER][NEUTRAL] OK, yeah, I can help her out. uh, do you have the policy number or call back or anything?
[AGENT][NEUTRAL] I have everything, uh, policy number is 257-6161 on [PII]. I verify the name and date of birth.
[CUSTOMER][NEUTRAL] A.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And her callback number is [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much alrighty you can go ahead and send them over.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] Hello [PII].