AccountId: 011433970860
ContactId: 699fb222-36f3-4b48-9a08-3486b034ed7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96400 ms
Total Talk Time (AGENT): 49882 ms
Total Talk Time (CUSTOMER): 39600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/699fb222-36f3-4b48-9a08-3486b034ed7b_20250217T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Change it.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental provider's office. I was just calling to get a, uh, like a fax back of benefits for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax those benefits over to you. Um first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, I have 1125452.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is um well, [PII] the subscriber. [PII] is the patient, [PII] and her date of birth is [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 the policy was [PII], and the policy is still active and for a fax back of the benefits, what's your fax number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][POSITIVE] Yes please.
[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] Perfect, no that's gonna be it for today thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APO. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks.