AccountId: 011433970860
ContactId: 6cd8c6be-9bdc-479d-a300-2acfc5f84fe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157460 ms
Total Talk Time (AGENT): 72332 ms
Total Talk Time (CUSTOMER): 52602 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6cd8c6be-9bdc-479d-a300-2acfc5f84fe5_20250421T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I need to verify dental benefits on a patient.
[AGENT][POSITIVE] Sure, I can check those benefits for you. What was your name please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02283432.
[AGENT][NEUTRAL] All right, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] sorry [PII] and it's [PII].
[AGENT][NEUTRAL] I apologize, [PII]. I, I believe I might have misheard that policy number. Could you repeat that for me?
[CUSTOMER][NEUTRAL] It's 02283452.
[AGENT][NEUTRAL] 52. I apologize. One moment, please.
[AGENT][NEUTRAL] There we are. OK, thank you for verifying that. Um, OK, so this policy is active. Effective date was [PII], and if you'd like I can send you the fax back that shows the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][POSITIVE] Awesome what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] [PII] wait no hold on [PII] no ma'am, I gave it to you right the first time so it's [PII] sorry about that so it's [PII].
[AGENT][NEUTRAL] Oh, it's
[AGENT][POSITIVE] [PII], got it. OK, no worries.
[AGENT][POSITIVE] Got it. OK, thank you so much for verifying that. Um, alright, I will go ahead and get that sent now. You should get it here within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it thank you for all of your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.
[CUSTOMER][NEUTRAL] Bye.