AccountId: 011433970860
ContactId: 1f93442f-e34c-426e-b90c-b5b4e1e6c567
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79279 ms
Total Talk Time (AGENT): 33596 ms
Total Talk Time (CUSTOMER): 31324 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1f93442f-e34c-426e-b90c-b5b4e1e6c567_20250613T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, my name is [PII] and I was just needing to verify patients um dental benefits.
[AGENT][NEUTRAL] OK, [PII], happy to check benefits. What is the policy number?
[CUSTOMER][NEUTRAL] 1163069
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's see, and are do y'all offer um like fax backs like the benefit breakdown by fax?
[AGENT][POSITIVE] Yeah, absolutely. I can send you a fax back.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's a good fax number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, so give me about 5 minutes and you should have that. Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] No ma'am, that was everything thank you though.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] OK.