AccountId: 011433970860
ContactId: 74c5e54c-295f-4784-bb5b-9abed1a76c58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156770 ms
Total Talk Time (AGENT): 70380 ms
Total Talk Time (CUSTOMER): 46619 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/74c5e54c-295f-4784-bb5b-9abed1a76c58_20250519T16:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Hope Dental Professionals. I was trying to, um, see if I can get a fax breakdown of benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], so you're needing a back of dental benefits for one of our members, is that correct? Yes, ma'am. Well, I can help you with that, [PII], and what is your callback number, please?
[CUSTOMER][POSITIVE] Correct. Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] So the policy number is, give me one second, I have two different numbers. I'm not sure which one I have one that says employee ID 02353472. Does that number sound right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm. OK, one moment.
[AGENT][NEUTRAL] OK, is this for upcoming an upcoming, OK, well, first off, let's just verify the information first. So any information, Sandy, that I do give you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I see [PII] that he had been a subscriber on this general policy. This policy had gone into effect on [PII].
[AGENT][NEGATIVE] It turned on [PII], and there is no other active policy with us beyond that point.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I could help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] OK. Well, thank you so much for calling AP. Yes, ma'am, and thank you for calling APL. I hope you have a nice afternoon as well.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.