AccountId: 011433970860
ContactId: 16883adf-48b4-453c-847b-d1175ad54b0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114839 ms
Total Talk Time (AGENT): 55013 ms
Total Talk Time (CUSTOMER): 38856 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/16883adf-48b4-453c-847b-d1175ad54b0c_20250512T18:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, just looking for a breakdown of benefits for dental please.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 00752030
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um [PII], last name [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're uh wanting benefits. I can send you a fax back if you like.
[CUSTOMER][POSITIVE] OK, yep, that's great.
[AGENT][NEUTRAL] OK. Give me half a moment to see what type of policy has. And let's see, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, well I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, just making sure this plan is current and active, when's the effective date on that?
[AGENT][POSITIVE] Uh, yes, ma'am. It is active. I'm showing, he became effective on his birthday of [PII] and is active.
[CUSTOMER][POSITIVE] OK awesome perfect OK I will wait for that fax thanks for your help today.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.