AccountId: 011433970860
ContactId: 76c5e939-2fe6-4dd0-a1f6-cf99f5db7e28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134729 ms
Total Talk Time (AGENT): 61504 ms
Total Talk Time (CUSTOMER): 43455 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/76c5e939-2fe6-4dd0-a1f6-cf99f5db7e28_20250424T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if I could get a breakdown of dental benefits for a patient. Now she's on the schedule for multiple days, I think. It's two different names.
[AGENT][NEUTRAL] OK, I could check those benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Oh yeah, my name is [PII].
[AGENT][POSITIVE] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, call back is [PII] option [PII].
[AGENT][NEUTRAL] OK. Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, policy number is 02006310.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The member is actually the husband. His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, I think we might have it incorrectly.
[AGENT][NEUTRAL] We have it as 1011 68. That's that might have just added the zero on accident. Um, he can just call us or she can, uh, to get that corrected. OK, so this policy is active. Effective date was [PII]. Uh, and if you'd like, [PII], I can send you a fax back that has all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, please, that would be perfect.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright. I will go ahead and get this sent now. Uh, should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.