AccountId: 011433970860
ContactId: 173f2d5d-dc86-4816-b637-fc62b1f76926
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103040 ms
Total Talk Time (AGENT): 44935 ms
Total Talk Time (CUSTOMER): 49928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/173f2d5d-dc86-4816-b637-fc62b1f76926_20250606T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Doctor [PII]'s dental office. Just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, that's good. One moment, let me pull it back up. uh 02596197.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member is [PII]. Uh, date of birth is going to be [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. The effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yeah, I did just wanna ask before though. I just wanna see if um [PII] is covered under her um her husband, and I can give you his date of birth. No, just the daughter.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, he is not. It's just her and a uh dependent [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK, OK, perfect. Thank you so much for verifying that's what I needed to check.
[AGENT][POSITIVE] Of course, absolutely. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK you have a great day.
[CUSTOMER][POSITIVE] No, that would be it thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call have a great day bye bye.
[CUSTOMER][POSITIVE] You as well thank you.