AccountId: 011433970860
ContactId: 48c7cd6d-da11-4cdd-95e4-8fdb910292f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108550 ms
Total Talk Time (AGENT): 54098 ms
Total Talk Time (CUSTOMER): 36037 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/48c7cd6d-da11-4cdd-95e4-8fdb910292f7_20250226T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to get a breakdown of dental benefits for a patient please.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02597860.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, showing her effective date is [PII] of this year. She is active on the policy. I just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A fax back would be great.
[AGENT][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what is that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, just the breakdown of benefits for Miss [PII].
[AGENT][NEUTRAL] OK, I will send this to you in a few moments as I give it about 5 minutes or so.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Ms. [PII]. You have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.