AccountId: 011433970860
ContactId: 35bf8f46-01b2-44d8-beb1-5942ad0560cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160220 ms
Total Talk Time (AGENT): 75904 ms
Total Talk Time (CUSTOMER): 40160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/35bf8f46-01b2-44d8-beb1-5942ad0560cd_20250528T14:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Uh, yes, I was trying to get benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, I have a social. I have [PII].
[AGENT][NEUTRAL] And is that the policyholder's social?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me see, yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And if you like, I can give you the policy number.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, it's 612-726.
[AGENT][NEUTRAL] And its effective date is [PII].
[AGENT][NEUTRAL] Or her effective date, I'm sorry. And you just need a general breakdown or I can send you a fax back.
[CUSTOMER][NEUTRAL] Um, you can send me the fax back, that's fine.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, excuse me, I will send that the schedule off to you in a few moments. Uh, is there anything else I can assist you with today before I send the fax back?
[CUSTOMER][NEUTRAL] Uh, no, do you have a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Got you and what was your name again? I'm sorry.
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] All right, that's all I needed thank you.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.