AccountId: 011433970860
ContactId: 35e607fc-16aa-419b-bca7-9b5f9f4e3fa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75419 ms
Total Talk Time (AGENT): 29098 ms
Total Talk Time (CUSTOMER): 51466 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/35e607fc-16aa-419b-bca7-9b5f9f4e3fa7_20250225T18:18_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, I was just calling to get benefits back to me for a patient.
[AGENT][POSITIVE] I'll be happy to assist with the fax back. May I have your first name, please?
[CUSTOMER][NEUTRAL] What is your last name [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, 84 0 my God, I was about to give you the phone number, um [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now were you calling for medical or dental?
[CUSTOMER][NEGATIVE] A very difficult time trying to locate it call those people on the phone with them for at least.
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, because I'm showing that we are the medical gap policy. Um, they don't have their dental with us.
[CUSTOMER][NEUTRAL] Yeah, he kept trying to tell me he did, and I was like, no, there's no dental on here. There's no dental on here, and he was like, yes, there is the cover, like your gap insurance for dental. I'm like they're not a gap insurance for dental, but OK, alright, I'll let him know. Thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.