AccountId: 011433970860
ContactId: 2ba55700-794b-406e-8d8e-e5be6626f476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108680 ms
Total Talk Time (AGENT): 53999 ms
Total Talk Time (CUSTOMER): 32680 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/2ba55700-794b-406e-8d8e-e5be6626f476_20250116T15:36_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get a dental breakdown for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax those benefits over to you. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, I have 021-948-38.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, and just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for the breakdown, could I get your fax number, please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. You should receive the benefits in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, does the breakdown include, um, history, any waiting periods?
[AGENT][POSITIVE] Yes, ma'am, it does.
[CUSTOMER][POSITIVE] OK, then that would be it thank you so much.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.