AccountId: 011433970860
ContactId: 125044f1-074c-4830-92a4-74248103369f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103739 ms
Total Talk Time (AGENT): 41951 ms
Total Talk Time (CUSTOMER): 41549 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/125044f1-074c-4830-92a4-74248103369f_20250303T15:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from uh dentist office of Kenneth Clay Ellis, and I need to see if I can get a fax of a breakdown of a patient's new benefits.
[AGENT][POSITIVE] Sure, I'll be more than happy to um fax the fax back over to you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] uh option one.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02502860
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what is a good fax number for the fax back to be sent to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, so I am sending that to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's got it. Thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.