AccountId: 011433970860
ContactId: 23012fa2-2fec-48fa-a3c7-bfaec9211173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130399 ms
Total Talk Time (AGENT): 60031 ms
Total Talk Time (CUSTOMER): 45471 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/23012fa2-2fec-48fa-a3c7-bfaec9211173_20250428T14:06_UTC.wav
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[CUSTOMER][NEUTRAL] Hm
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office. Um, I was wondering if there's any way I could get a fax back on a patient's insurance breakdown for a dental plan, please.
[AGENT][POSITIVE] Oh, sure. I'll be more than happy to get you a copy of the fax back. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, [PII], um, and his number is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] and then it's [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. And what's a good fax number, um, from, well, hold on one second, because this.
[AGENT][NEUTRAL] OK, so the member does have a dental policy, but that policy number is for their short, short-term disability. Let me give you the um dental policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's OK, it's 259.
[AGENT][NEUTRAL] 9333.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] You're welcome. And um,
[AGENT][NEUTRAL] Hold on, I'm waiting for it to come up. What's a good fax number for the fax back?
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] All right, so I'm faxing this over to you now. And was there anything else I could assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's all, thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.