AccountId: 011433970860
ContactId: 24715f86-6bb4-42d8-acd9-c9a6c5f4fd21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116930 ms
Total Talk Time (AGENT): 51416 ms
Total Talk Time (CUSTOMER): 46879 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/24715f86-6bb4-42d8-acd9-c9a6c5f4fd21_20250416T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. This is [PII] calling from Dental andresis. Um, I'm calling because I wanna check the benefits of a patient.
[AGENT][POSITIVE] So I can check those benefits for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] Thank you and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 02611218.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yes, um, the patient that I'm looking for is [PII] with date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that pull up. Uh, so this policy is active. The effective date was [PII], and if you'd like, I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] OK, yeah that will be great.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Yeah, that is correct.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent to you now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Um, that will be all, thank you very much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you, bye bye.