AccountId: 011433970860
ContactId: 72a7f31f-425f-4908-a760-19cbf38ddcd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112519 ms
Total Talk Time (AGENT): 56841 ms
Total Talk Time (CUSTOMER): 45395 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/72a7f31f-425f-4908-a760-19cbf38ddcd5_20250401T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I just need to verify coverage and a start date and everything for a patient please.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 652-58
[AGENT][NEUTRAL] All right. And then if I could grab your first name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient is active and uh the effective date on this is 4-1-24. We're looking for medical or dental coverage.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, this is a dental plan and if you needed us to, we can also send a fax back with a breakdown of benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that'll be great.
[AGENT][POSITIVE] Perfect, what is a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 392-779-5
[AGENT][NEUTRAL] OK, and should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] No, it'll come straight to me.
[AGENT][POSITIVE] Alright, sounds good. That is on its way. It should be there in about 5 minutes. Anything else I can check on?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.