AccountId: 011433970860
ContactId: 2a19fd31-6b13-444d-bcc9-952b9e8c1cee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319500 ms
Total Talk Time (AGENT): 76279 ms
Total Talk Time (CUSTOMER): 58430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/2a19fd31-6b13-444d-bcc9-952b9e8c1cee_20250407T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII] and I'm calling from Neila Dental. How are you today?
[AGENT][POSITIVE] I'm doing really well, Ms. [PII]. Um, how can I help you today?
[CUSTOMER][NEUTRAL] I need to verify benefits for a couple of patients.
[AGENT][NEUTRAL] OK, and Miss [PII], can I get your callback number please just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you very much and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is, let me see if this was his, yes, [PII] and the policy number is 604868.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do find [PII] as an active policy and his effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I can send you a fax back with this benefit breakdown for you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I get that fax ready for you and I will be right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, and the only other one is his wife, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] To see if she's active.
[AGENT][NEUTRAL] Let me look real quick, and she will have the same benefits as [PII], um, it is couple coverage.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let me pull that in real quick.
[AGENT][NEUTRAL] And yes, she is active.
[CUSTOMER][POSITIVE] OK, that's all I needed to know. I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome. I hope you have a wonderful day. Uh, if there's nothing else I can help you with before we go.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] OK, have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye