AccountId: 011433970860
ContactId: 6f587241-c4a6-4e30-9e36-b06726f4e3ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112620 ms
Total Talk Time (AGENT): 49740 ms
Total Talk Time (CUSTOMER): 46510 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6f587241-c4a6-4e30-9e36-b06726f4e3ab_20250421T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to verify dental benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can take those benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02608226.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and if you'd like, I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that would be great except for some reason our faxes are blocked from you. Last time they had to send me an email. Can you do that?
[AGENT][NEUTRAL] Oh yeah weird OK um sure what was that email for you?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. I will send that to you um you should get it here pretty shortly. I can go ahead and send it right after this call. Uh, was there anything else I could help you with, [PII]? Any other questions?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] OK, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.