AccountId: 011433970860
ContactId: 4e3d2618-003f-4372-a9af-dd96296c0706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85389 ms
Total Talk Time (AGENT): 40518 ms
Total Talk Time (CUSTOMER): 36173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4e3d2618-003f-4372-a9af-dd96296c0706_20250305T14:46_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Doctor Eric Peterson's dental office in [PII], and I'm calling about a patient just trying to get maybe a fax of her benefits.
[AGENT][NEUTRAL] I'm sure [PII], I can fax you over her benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02445585.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and this policy expired on [PII].
[CUSTOMER][POSITIVE] [PII]. OK, alright, OK, I will let my patient know that. Thank you so much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, I think that'll do it.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] OK