AccountId: 011433970860
ContactId: 703cc914-8094-406c-8523-3dcf8162f80f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93610 ms
Total Talk Time (AGENT): 48250 ms
Total Talk Time (CUSTOMER): 28170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/703cc914-8094-406c-8523-3dcf8162f80f_20250221T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Professional Dental Alliance. I'm just calling to get a breakdown of benefits for my patients.
[AGENT][NEUTRAL] I'm sure, [PII], I can get that faxed over to you. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02567499
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, that was all I needed. Can I just get a reference number, please?
[AGENT][NEUTRAL] Um yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Oh no, that was all I needed. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm