AccountId: 011433970860
ContactId: 33361c40-98e7-4c86-a3dc-82ea3d0ba98d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98699 ms
Total Talk Time (AGENT): 62074 ms
Total Talk Time (CUSTOMER): 28427 ms
Interruptions: 1
Overall Sentiment: AGENT=3.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/33361c40-98e7-4c86-a3dc-82ea3d0ba98d_20250226T15:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, I was calling checking dental eligibility.
[AGENT][POSITIVE] I'd be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Policy number 752-848.
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, go and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII], thanks so much for all that information. What's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, it looks like [PII] is the insured on this dental plan original effective date [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim. But you did say you want to fax back a benefit, or you just checking to make sure she's active?
[CUSTOMER][NEUTRAL] Um, send a fax, please.
[AGENT][NEUTRAL] OK, will do. Go on give me a good fax number, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], let me repeat that back to my back and make sure I'm keying this in correctly. That's area code [PII]. Is that the correct fax number?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty, you should have this faxed back a benefit in just a couple of minutes, [PII]. Is that all that I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, [PII], well, thanks for calling APO and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, [PII].