AccountId: 011433970860
ContactId: 2dd45962-6452-4ab9-8c34-bb5b6be8f8f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107910 ms
Total Talk Time (AGENT): 47847 ms
Total Talk Time (CUSTOMER): 31363 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2dd45962-6452-4ab9-8c34-bb5b6be8f8f1_20250528T19:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] On hold
[CUSTOMER][NEUTRAL] Hi this is [PII]. I was just trying to verify benefits for a patient of ours.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 02566517.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date, or I'm sorry, uh callback number.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Hello, uh, callback number?
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Um, I'm not sure what you mean by that.
[AGENT][NEUTRAL] A number to call back in case the call drops?
[CUSTOMER][NEUTRAL] Oh my gosh, I am so sorry, uh, [PII]. Goodness.
[AGENT][NEUTRAL] It happens. Um, and verify that patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK. Um sure, her effective date is [PII] and she is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] Uh, this policy she has with us is a sup supplemental medical policy only. She doesn't have any dental coverage with us.
[CUSTOMER][POSITIVE] OK, that is all I need to know then thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.