AccountId: 011433970860
ContactId: 7cabd3b8-231b-4349-828d-aa2e00b577ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80379 ms
Total Talk Time (AGENT): 30058 ms
Total Talk Time (CUSTOMER): 27994 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7cabd3b8-231b-4349-828d-aa2e00b577ed_20250513T19:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to verify a patient's um eligibility for their dental benefits.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and contact [PII].
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] 02123833
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's for [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] All right, that is all I needed I appreciate it thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Yeah thanks have a good day bye bye.