AccountId: 011433970860
ContactId: 26d754b0-7654-4c48-8668-e37179026384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106419 ms
Total Talk Time (AGENT): 46419 ms
Total Talk Time (CUSTOMER): 37138 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/26d754b0-7654-4c48-8668-e37179026384_20250326T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to see if a patient's, um, dental insurance is active.
[AGENT][POSITIVE] OK, well I'll be more than happy to um check the eligibility for you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is going to be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's going to be 02514584.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Perfect, um, are you able to send me a fax back?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Going to be [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, you can put that.
[AGENT][NEUTRAL] OK, and it was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, well I'll go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that is it. Thank you so much.
[AGENT][POSITIVE] You're welcome, and thanks for calling APL Eli and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.