AccountId: 011433970860
ContactId: 6c723d36-1e7a-4da8-ab1a-64f5ed3b65e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107610 ms
Total Talk Time (AGENT): 48569 ms
Total Talk Time (CUSTOMER): 34905 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/6c723d36-1e7a-4da8-ab1a-64f5ed3b65e0_20250407T14:54_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][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Doctor [PII]'s office. I just need to check benefits, please, for dental.
[AGENT][POSITIVE] OK, well, I can definitely help you with the dental benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um did you have questions about the fax back or you needed a copy of it?
[CUSTOMER][NEUTRAL] Uh, no, if you just tell me whether she's eligible for cleaning and X-rays.
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] here
[AGENT][NEUTRAL] Well, she hasn't used the um insurance yet, so there's no history on file yet. She's eligible.
[AGENT][NEUTRAL] For cleanings and things.
[CUSTOMER][NEUTRAL] OK, that's all I needed to double check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Well, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.