AccountId: 011433970860
ContactId: 3f802e86-19f2-47ad-bf8b-4dbcf194c631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98260 ms
Total Talk Time (AGENT): 36127 ms
Total Talk Time (CUSTOMER): 50772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/3f802e86-19f2-47ad-bf8b-4dbcf194c631_20250310T19:54_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, good afternoon, this is [PII] at Doctor [PII]'s office. I'm calling to verify dental benefits on the patient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have your callback number and the policy number?
[CUSTOMER][NEUTRAL] [PII] and um I'm not sure about the policy number. I have a social. Can you pull it up with that or no?
[AGENT][NEUTRAL] Yes, you can give me the social. What is the social?
[CUSTOMER][NEUTRAL] OK, the social is going to be [PII].
[AGENT][NEUTRAL] And tell me, what is this member's name?
[CUSTOMER][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Alright, good deal. She just wanted to make sure she still had it. She wasn't sure.
[AGENT][NEUTRAL] Yes, ma'am. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, um, do y'all do access benefits?
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] If you don't mind sending me that [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, you have a wonderful week.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you, bye bye.