AccountId: 011433970860
ContactId: 26f1fa5d-e745-43d6-89d1-f15d2d16fc35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101150 ms
Total Talk Time (AGENT): 48820 ms
Total Talk Time (CUSTOMER): 42609 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/26f1fa5d-e745-43d6-89d1-f15d2d16fc35_20250514T19:38_UTC.wav
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[AGENT][POSITIVE] Excuse me, good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I'm trying to verify dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 02243200
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII]. He is active under the policy, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and are you needing a general breakdown of benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Can you send me a fax back?
[AGENT][NEUTRAL] Yes, ma'am. Um, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much you have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Bye bye.