AccountId: 011433970860
ContactId: 750b9064-ecb9-448f-a4c5-4a907720bec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123900 ms
Total Talk Time (AGENT): 51900 ms
Total Talk Time (CUSTOMER): 57160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/750b9064-ecb9-448f-a4c5-4a907720bec0_20250313T16:57_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling in regards, just to confirming um some benefits information for a patient I have coming in tomorrow for dental.
[AGENT][NEUTRAL] OK, I'm happy to verify benefits today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number, um, I have this, oh wait, no, I do have the policy number. It is 01653197.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just pull this up here one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And then [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][NEUTRAL] All right, so patient is active. The effective date on here is [PII].
[AGENT][NEUTRAL] And then if you guys need us to we can also send fax fax for the breakdown of benefits if you don't have one already.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, yes, if you can send that over because I do have a breakdown for the patient, but it's from [PII], so I just want to confirm if anything has changed for the policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, not a problem, [PII]. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'll send that. That should be there in about 5 minutes. Did you need me to check anything else while you have me on the line?
[CUSTOMER][NEUTRAL] No, as of right now I do not. If I have any further questions after getting the fax back, then I'll just give you guys a call back.
[AGENT][POSITIVE] Sounds good thanks for calling APL. Have a good one.
[CUSTOMER][POSITIVE] You too have a great day. Bye bye.
[AGENT][NEUTRAL] You too bye bye.