AccountId: 011433970860
ContactId: 543cee79-38dd-4623-9b63-48e6e6c1403e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63639 ms
Total Talk Time (AGENT): 31179 ms
Total Talk Time (CUSTOMER): 23642 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/543cee79-38dd-4623-9b63-48e6e6c1403e_20250305T18:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to verify dental benefits I'm a patient please.
[AGENT][POSITIVE] Sure, I can check benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh huh it's 250286-9.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and if you'd like I can send you the fax back that shows all the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yeah, that's all I, that's all I need. I just need to know that it's active. Thank you.
[AGENT][NEUTRAL] OK, sure, was there anything else I could help you with?