AccountId: 011433970860
ContactId: 61ee5993-ff34-404a-ab74-a3065b6f7d86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111699 ms
Total Talk Time (AGENT): 49606 ms
Total Talk Time (CUSTOMER): 45291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/61ee5993-ff34-404a-ab74-a3065b6f7d86_20250505T12:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work at Louisiana Dental Center and I need to verify coverage for a patient, please.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with the dental coverage. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEGATIVE] Uh yes ma'am, [PII], no extension and the subscriber, I can't even talk. The subscriber number is 02346810.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, can you verify her date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy has been active since [PII]. Let me see what type of dental policy they have. Hold on one moment.
[AGENT][NEUTRAL] OK, and I have the fax back here. Did you need a copy of the fax back or did you have particular questions?
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] If you would, no, I just need to fax back, thank you, uh, [PII].
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Do I need to put attention, [PII]?
[CUSTOMER][POSITIVE] That'd be fine, thank you, ma'am.
[AGENT][NEUTRAL] Alright, and I'm faxing that over to you now it was [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, Miss [PII], thank you so much. I greatly appreciate it. You have a good day.
[AGENT][POSITIVE] You're welcome, honey. You also thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.