AccountId: 011433970860
ContactId: 646ccf65-124b-4f98-9b2f-c7e2f157919e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101599 ms
Total Talk Time (AGENT): 52310 ms
Total Talk Time (CUSTOMER): 34612 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/646ccf65-124b-4f98-9b2f-c7e2f157919e_20250113T18:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] from Detail Family Dentistry. I was calling to see if a patient is active and if you can give me a breakdown of benefits, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 603-7997.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, 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 a breakdown of benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK, yes ma'am, that's fine.
[AGENT][NEUTRAL] And what's your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[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] Uh, no, ma'am, that's it, thank you.
[AGENT][POSITIVE] Mhm. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.