AccountId: 011433970860
ContactId: 6f369b37-bcda-4c1e-937b-5f5f9d2787f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140330 ms
Total Talk Time (AGENT): 47670 ms
Total Talk Time (CUSTOMER): 59725 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/6f369b37-bcda-4c1e-937b-5f5f9d2787f0_20250321T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling from my Arden dentist. I was just calling to see if this patient has any dental coverage on her plan.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Its [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yeah I have it as 02560394.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Um, the daughter's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy. I'm pulling this information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and you're calling to see if they have dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for the policy that you gave me, that's their medical policy, the correct dental policy number is 02.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 56
[AGENT][NEUTRAL] 03
[CUSTOMER][NEUTRAL] 56.
[AGENT][NEUTRAL] 97.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] 97 0 perfect thank you.
[AGENT][NEUTRAL] And would you like a fax back for this member?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Into the attention of [PII].
[CUSTOMER][NEUTRAL] Pretty much
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK, I will get that submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, I think that is everything, thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling American Public Life, have a great day.
[CUSTOMER][POSITIVE] Thanks thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye.