AccountId: 011433970860
ContactId: 29715860-d598-422b-b7e5-2064e85ba4ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93290 ms
Total Talk Time (AGENT): 43001 ms
Total Talk Time (CUSTOMER): 31754 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/29715860-d598-422b-b7e5-2064e85ba4ec_20250326T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, I would like to um get a benefits fact for dental.
[AGENT][POSITIVE] Yes, ma'am. I can fax that to you first. Can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] [PII], no extension.
[AGENT][NEUTRAL] OK. And your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] 02546703
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, actually, I'm showing the effective date on this policy was [PII] and it expired on [PII] and I'm not showing any active policies in the system.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.