AccountId: 011433970860
ContactId: 34af3abb-7a5b-4b03-91f9-e6501ec9a37a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101220 ms
Total Talk Time (AGENT): 47633 ms
Total Talk Time (CUSTOMER): 51930 ms
Interruptions: 2
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/34af3abb-7a5b-4b03-91f9-e6501ec9a37a_20250417T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can I get your
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I am just calling to see um if I can get benefits for a patient's dental coverage.
[AGENT][POSITIVE] Sure, yeah, I can look at those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII], no extension.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 241-5592.
[CUSTOMER][NEUTRAL] Is that OK with you?
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] credit card.
[CUSTOMER][POSITIVE] Perfect, that would be great.
[AGENT][POSITIVE] Awesome, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Nope, that is it. Thank you so much for your help today.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] We can try to take your
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye