AccountId: 011433970860
ContactId: 7ba770fe-d96d-47e8-8d67-03ef24a5641a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100589 ms
Total Talk Time (AGENT): 31248 ms
Total Talk Time (CUSTOMER): 36368 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7ba770fe-d96d-47e8-8d67-03ef24a5641a_20250527T19:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. I'm calling with the dental provider's office, and I was just trying to verify eligibility and benefits for my patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02625461.
[AGENT][NEUTRAL] Patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII]. I can send over a fax back that outlines everything covered under the policy unless there's something we need to go over on the phone.
[CUSTOMER][POSITIVE] Um, no, that'd be, that'd be perfect other than um.
[CUSTOMER][NEUTRAL] Will there have any waiting periods and missed two calls and and coordination of benefits listed on there?
[AGENT][NEUTRAL] Uh, there is no waiting periods on this policy. There is a missing tooth clause, and we do standard COB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, yes, I can give you a fax number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It's area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me about 2 minutes.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.