AccountId: 011433970860
ContactId: 72a2587e-6adf-4673-ad63-a927099821ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103089 ms
Total Talk Time (AGENT): 56428 ms
Total Talk Time (CUSTOMER): 31538 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/72a2587e-6adf-4673-ad63-a927099821ba_20250411T16:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was needing to find out if a patient has dental benefits.
[AGENT][NEUTRAL] I can definitely see if they've got a dental policy with us. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Uh, do you have a policy number for the member?
[CUSTOMER][NEUTRAL] I do. It is 02610764.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The member is [PII], um, he is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so yes, this is a dental policy and it is currently active. That effective date was [PII]. And if you'd like, I can send you a fax back that shows all of the covered, uh, benefits and procedures.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK, yeah, do you have a fax number?
[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] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright. I will go ahead and get that sent to you. You should get it here within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.