AccountId: 011433970860
ContactId: 0ff80ddf-2cbc-41d1-b050-ee9063af0c09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90000 ms
Total Talk Time (AGENT): 49608 ms
Total Talk Time (CUSTOMER): 27568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/0ff80ddf-2cbc-41d1-b050-ee9063af0c09_20250411T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I need to verify dental benefits for a patient, please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure. It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] 02607892
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for a breakdown of the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] And your fax number, please?
[CUSTOMER][NEUTRAL] My fax number is [PII].
[AGENT][NEUTRAL] OK, and that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][NEUTRAL] Thank you again, [PII], for calling AP.