AccountId: 011433970860
ContactId: 6e4948d0-ec36-48f7-9268-0bb91f40965a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127500 ms
Total Talk Time (AGENT): 54590 ms
Total Talk Time (CUSTOMER): 63398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6e4948d0-ec36-48f7-9268-0bb91f40965a_20250217T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just trying to verify coverage for a patient, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what do you need from me?
[AGENT][NEUTRAL] Um, I'm sorry, may I have your name first?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your callback number if we are disconnected [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and the policy number please.
[CUSTOMER][NEUTRAL] It's 025713-33.
[AGENT][NEUTRAL] OK, that was 02571333. Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And it's the [PII].
[AGENT][POSITIVE] OK, thank you very much for the information, [PII], and you're calling for eligibility. Would you need benefits or fast back as well?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Yes, yes, a fax back would be great. So what is, what group is she on?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, one moment please. Let me get the information for you. The effective date shows of [PII]. She is on the group number.
[AGENT][NEUTRAL] 70051.
[CUSTOMER][NEUTRAL] OK, and is that workforce I mean focus workforce, OK man, OK, so yes, I, I will wanna benefit, but I think we may have another employee, but this looks like just.
[AGENT][NEUTRAL] It is. Yes.
[CUSTOMER][NEUTRAL] Preventative pretty much and maybe a little restorative and a little OK yeah no dentures, no crowns, nothing other than.
[AGENT][NEUTRAL] Preventative and basic.
[AGENT][POSITIVE] No major, that is correct.
[CUSTOMER][POSITIVE] OK, yes, send me a benefit of that then.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and to repeat and confirm I have that as [PII] for your fax number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll get that faxed over to you. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] No, that'll be all thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye