AccountId: 011433970860
ContactId: 3f802d93-2643-4e14-a69d-926ac819f9f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110919 ms
Total Talk Time (AGENT): 53479 ms
Total Talk Time (CUSTOMER): 47338 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3f802d93-2643-4e14-a69d-926ac819f9f2_20250401T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Crosby Dental Center, and I just need to verify benefits for a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the benefits for a patient. Can I please get your callback number, ma'am just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII] policy number 0257.
[CUSTOMER][NEUTRAL] 9692.
[AGENT][NEUTRAL] OK, let me look up that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of the policy is [PII]. And if you can give me your fax number, I will send you a fax back with her benefit breakdown along with the fee schedule.
[CUSTOMER][NEUTRAL] Well, actually, OK, let's see, I have the fax breakdown with for her husband, so I'm assuming it's the same one, but they didn't send me a fee schedule. They told me it was our standard fee schedule.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, it's the UCR, usual customary reasonable.
[CUSTOMER][POSITIVE] OK, well then we're good to go thank you so much.
[AGENT][POSITIVE] You're so very welcome.
[AGENT][POSITIVE] Wonderful day is there any help you with before we go? OK you take care and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Uh huh you too. That's all.
[CUSTOMER][POSITIVE] That is all thank you.