AccountId: 011433970860
ContactId: 7257004c-3cd0-4251-91e5-0498cc6b68d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126459 ms
Total Talk Time (AGENT): 56988 ms
Total Talk Time (CUSTOMER): 50223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7257004c-3cd0-4251-91e5-0498cc6b68d6_20250423T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII]. I'm calling from a dental provider's office, and I wanted to check eligibility and benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02597844.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, 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][POSITIVE] Yes, ma'am, that would be great.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am and will it have on there if he has used any of his benefits?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It will not um but I can go ahead and check that now for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yes ma'am, if you don't mind.
[AGENT][NEUTRAL] Just a moment, sure.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] OK all right well I appreciate your help.
[AGENT][POSITIVE] All right, of course. Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.