AccountId: 011433970860
ContactId: 171f7498-e0ad-4769-830a-658bf54e37df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172009 ms
Total Talk Time (AGENT): 64044 ms
Total Talk Time (CUSTOMER): 59821 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/171f7498-e0ad-4769-830a-658bf54e37df_20250123T21:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I need to get a breakdown of benefits for a patient's um dental coverage.
[AGENT][NEUTRAL] OK. I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 12553992.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line there's no extension.
[AGENT][NEUTRAL] OK, would you like to schedule faxed to you?
[CUSTOMER][NEUTRAL] Um, yeah, that'd be fine, but I don't know my fax number off the top of my head, so hold on just a second, let me get it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You ready? It's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, give me one moment to pull up the file, verify the patient, and then we can proceed, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Her birth date is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And you're calling from a dental provider's office, correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And I show the policy is no longer active as of [PII], so there's no active coverage for this family.
[CUSTOMER][NEUTRAL] Well, there's no need to send the fax then. OK, so the policy terminated.
[CUSTOMER][NEUTRAL] For the whole family.
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][POSITIVE] OK, [PII]. OK, I got it. Alright, thank you so much for your help. Oh, let me get your, let me get a call reference number just in case I need it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, you'll use my name and today's date is your reference for today's call. [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII] [PII] Y [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.