AccountId: 011433970860
ContactId: 3a0d5f5d-1f2e-413c-95e1-2c2af695cbf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119680 ms
Total Talk Time (AGENT): 54169 ms
Total Talk Time (CUSTOMER): 37530 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3a0d5f5d-1f2e-413c-95e1-2c2af695cbf9_20250612T15:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey there um I was calling to see if you guys are able to fax over a benefit breakdown for dental benefits.
[AGENT][NEUTRAL] Yes, I can fax you over um the fax back. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's [PII] option two.
[AGENT][NEUTRAL] Thank you. And may I have a, I'm sorry, the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is let's see here 02466380.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was 246-638-0?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I just want to make sure I put it in there right. Hold on one moment.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy, the dental policy um is no longer active, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was effective from [PII], and there were no other policies with us since [PII].
[CUSTOMER][POSITIVE] OK awesome well thank you so much I appreciate you looking into it for me.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was everything.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.