AccountId: 011433970860
ContactId: 703be9d9-5da7-4f30-be9f-9dbf215f3c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107160 ms
Total Talk Time (AGENT): 38608 ms
Total Talk Time (CUSTOMER): 48568 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/703be9d9-5da7-4f30-be9f-9dbf215f3c79_20250109T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] for Dely Dental Care, and I'm trying to verify patients, uh, coverage, dental coverage to see if it's active.
[AGENT][NEUTRAL] OK, done.
[AGENT][NEUTRAL] OK. Um, do you have a callback number I can get?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 11105.
[CUSTOMER][NEUTRAL] The individual policy it's a group number.
[AGENT][NEUTRAL] Do you have their policy certificate number, inpatient, outpatient certificate number?
[CUSTOMER][NEUTRAL] Um, I, I got policy number 02371641.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] If you can fax that please.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day and I'll fax you those benefits.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You do the same thank you appreciate it have a good one bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Bye-bye.