AccountId: 011433970860
ContactId: 53e8fd87-1672-4817-a6bb-5320f0c95169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126250 ms
Total Talk Time (AGENT): 60409 ms
Total Talk Time (CUSTOMER): 40436 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/53e8fd87-1672-4817-a6bb-5320f0c95169_20250121T14:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to get dental benefits on a patient please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. I can actually fax you over a breakdown of the benefits and the fee schedule.
[CUSTOMER][NEUTRAL] OK, can we also check and see if we're in the network?
[AGENT][NEUTRAL] Well, there is no network, we work with our providers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And first, can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] I'm sorry, could you please spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and I got a callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 025844447.
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for the breakdown of benefits, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that would be all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.