AccountId: 011433970860
ContactId: 28b77467-ac97-4e9c-8f11-7b26fee51f5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115519 ms
Total Talk Time (AGENT): 53490 ms
Total Talk Time (CUSTOMER): 35931 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/28b77467-ac97-4e9c-8f11-7b26fee51f5f_20250520T15:04_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] Yes, my name is [PII] and I'm calling from Neila Dental. I was just trying to verify benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the policy number?
[CUSTOMER][NEUTRAL] And the policy number 617205.
[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] [PII], [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 the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today? Like, did you need a copy of the fax back or you have particular questions?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, just a copy of the fax bag.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Say
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] All right, so I'll go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That was it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.