AccountId: 011433970860
ContactId: 711dcc01-7f29-4b48-9f40-15b43bd0da1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72629 ms
Total Talk Time (AGENT): 33729 ms
Total Talk Time (CUSTOMER): 24668 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/711dcc01-7f29-4b48-9f40-15b43bd0da1f_20250428T21:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a dentist's office to see if the patient has coverage.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 613-514
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, thank you. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.