AccountId: 011433970860
ContactId: 55bf45da-d6b3-470e-b8c5-614e2887ed95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120900 ms
Total Talk Time (AGENT): 59052 ms
Total Talk Time (CUSTOMER): 47797 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/55bf45da-d6b3-470e-b8c5-614e2887ed95_20250602T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Hi um I was just wanting to um get some benefits on a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Alrighty. [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy uh forward word policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is 617-085.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I show his effective date is [PII] and he is active and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and are you needing a general breakdown of benefits or I can send you the fax back?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, uh, a fax would be good.
[AGENT][NEUTRAL] OK, give me one moment let's see.
[CUSTOMER][NEUTRAL] So is he active right now?
[AGENT][NEUTRAL] Yes, ma'am. The policy is active. And what is your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Alright thank you uh huh bye.
[AGENT][NEUTRAL] Bye.