AccountId: 011433970860
ContactId: 45b2d514-9b24-47ef-86a6-3f2c53c23b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153250 ms
Total Talk Time (AGENT): 57221 ms
Total Talk Time (CUSTOMER): 35319 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/45b2d514-9b24-47ef-86a6-3f2c53c23b52_20250407T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Could you please provide the benefits of the member today?
[AGENT][NEUTRAL] Um, can you repeat the question please?
[CUSTOMER][NEUTRAL] Could you please provide the benefits?
[AGENT][NEUTRAL] All right, benefits request for an insured. What is the policy number?
[CUSTOMER][NEUTRAL] It is 026.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 04676.
[AGENT][NEUTRAL] Alright, let me just a second while I pull up the policy.
[AGENT][NEUTRAL] And what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] All right, and allow me just a minute. I'm gonna go ahead and place you on a hold while I transfer you to the claims department, right?
[CUSTOMER][NEUTRAL] No, I need the benefits.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Dental benefits.
[AGENT][NEUTRAL] The claims department can go ahead and assist you with the benefits.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling AP Angel. How can I help you?
[AGENT][NEUTRAL] Good morning [PII] this is [PII] in customers.
[AGENT][NEUTRAL] Yes I heard um provider's office call with Asia on the line.
[AGENT][NEUTRAL] Um, requesting benefits for for policy 26.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 04676.
[CUSTOMER][NEUTRAL] OK, and what is the provider's name? I'm sorry.
[AGENT][NEUTRAL] Um, Asia.
[CUSTOMER][NEUTRAL] Asia, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and she's requesting the benefits on the, um,
[AGENT][NEUTRAL] Pendant.
[AGENT][NEUTRAL] Sure, I already verified the name and date of birth. Thank you.
[CUSTOMER][POSITIVE] OK, I'm ready.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.