AccountId: 011433970860
ContactId: 4c902d49-864f-4ac2-bff7-b1984f3d6f9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145289 ms
Total Talk Time (AGENT): 64187 ms
Total Talk Time (CUSTOMER): 56789 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/4c902d49-864f-4ac2-bff7-b1984f3d6f9f_20250401T13:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII], my name is [PII]. I'm calling on behalf of Doctor [PII]. I had University Dental Associates, and I was calling to get a dental benefits breakdown.
[AGENT][NEUTRAL] OK, well, I can help you with the.
[CUSTOMER][NEUTRAL] I'm a patient via fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can help you with the dental breakdown and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, uh, phone number is [PII].
[AGENT][POSITIVE] Thank you. And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 02609086.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And does that need to be attention [PII]?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] All right. So I'll go ahead and send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Alright, [PII]. Well, thank you so much for calling APL. If you don't receive the fax by end of day today, I would definitely say to give us a call back so we can resend it for you, but I am um sending it to you right now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.