AccountId: 011433970860
ContactId: 728c2005-4458-48a5-a4a6-66f498241f63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115870 ms
Total Talk Time (AGENT): 40287 ms
Total Talk Time (CUSTOMER): 41994 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/728c2005-4458-48a5-a4a6-66f498241f63_20250522T15:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Chester Family Dentistry to verify benefits for a patient.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] 00781386
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is active and effective [PII]. I can send over a fax back that outlines all the policy coverage or if there's something we need to go over on, I can do that as well.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] No, uh, a fax would be great.
[AGENT][NEUTRAL] OK. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, I'll get that faxed over.
[CUSTOMER][NEUTRAL] And does that fax.
[CUSTOMER][NEUTRAL] Um, it has like the maximum deductible frequencies.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] OK, and does it tell me if they have ortho coverage?
[AGENT][NEUTRAL] Um, I don't think they do. Let me double check.
[AGENT][NEUTRAL] Yeah, ortho is not covered.
[CUSTOMER][POSITIVE] OK all right well thank you so much for your help I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.