AccountId: 011433970860
ContactId: 18bf0fe9-f5a9-4fdc-b031-149b8962c4e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175589 ms
Total Talk Time (AGENT): 44688 ms
Total Talk Time (CUSTOMER): 35226 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/18bf0fe9-f5a9-4fdc-b031-149b8962c4e0_20250107T18:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] at Doctor [PII]'s office. I'm calling to verify some dental insurance for a patient, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I have a social.
[AGENT][NEUTRAL] OK, I'll take that.
[CUSTOMER][NEUTRAL] That work?
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][POSITIVE] Yes, if you don't mind.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] OK, thank you so much for your patience and if I can get that fax number please.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.