AccountId: 011433970860
ContactId: 5f0cf58d-51be-40b6-89a1-6521c2fcb0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103949 ms
Total Talk Time (AGENT): 51750 ms
Total Talk Time (CUSTOMER): 44267 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5f0cf58d-51be-40b6-89a1-6521c2fcb0a8_20250219T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just checking eligibility and benefits for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02587044.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII]. Date of birth [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]. The policy is still active, and for a breakdown of the benefits, I can fax that to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll take you.
[CUSTOMER][POSITIVE] You you too.
[CUSTOMER][NEUTRAL] Um, sure, yeah, I'm needing orthodontic.
[AGENT][NEUTRAL] OK. And what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that, that's attention, [PII] um [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you so much.
[AGENT][POSITIVE] OK, I thank you again for calling APL. You have a great rest of your day, [PII]. Mm, bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks.