AccountId: 011433970860
ContactId: 48549dc9-b382-47d0-b0f0-137f87e0c55b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121709 ms
Total Talk Time (AGENT): 51137 ms
Total Talk Time (CUSTOMER): 47240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/48549dc9-b382-47d0-b0f0-137f87e0c55b_20250611T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, hi, I would like to verify patients now benefits.
[AGENT][POSITIVE] OK, I'm happy to verify benefits, uh.
[AGENT][NEUTRAL] Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have 01266497.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for documentation. May I please have your first name and a callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII] and call back number is [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date on here is [PII]. Are you looking for dental coverage?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is the member's dental plan it looks like.
[AGENT][NEUTRAL] And would you like a fax pack with a breakdown of benefits or would you verbally like to go over them?
[CUSTOMER][NEUTRAL] Yeah, you can send me the fax back first and I'll call back for more information. Would that be fine?
[AGENT][NEUTRAL] Yeah, that's fine. What's a good fax number?
[CUSTOMER][NEUTRAL] OK, I have [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, [PII], give it about 5 minutes and you should have that faxed back. Is there anything else that I can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No that's all thanks [PII].
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye-bye.