AccountId: 011433970860
ContactId: 156e7490-2f53-459b-9b9b-321b74d434f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103500 ms
Total Talk Time (AGENT): 42628 ms
Total Talk Time (CUSTOMER): 50718 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/156e7490-2f53-459b-9b9b-321b74d434f2_20250326T16:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, I'm just trying to get benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and your callback number please?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] Thank you very much and what is the policy number please?
[CUSTOMER][NEUTRAL] Um, yeah, it's 01694082 M as in Mary, L as in lion 8.
[AGENT][NEUTRAL] OK, thank you. And let me just repeat that to confirm. I have that as 01694082ML8. Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's um [PII], last name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for the information, [PII], and you're calling for eligibility and benefits for medical or dental?
[CUSTOMER][NEUTRAL] For dental.
[AGENT][NEUTRAL] OK, and I do apologize, [PII], this is a supplemental medical policy. It does not cover dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that's what I kind of figured, but I was like I'll try for you, so perfect. I will let the patient know thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day take care.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Mm bye.