AccountId: 011433970860
ContactId: 7cb01ed6-f121-4be8-87c7-dc0c76de0443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127440 ms
Total Talk Time (AGENT): 58089 ms
Total Talk Time (CUSTOMER): 55569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7cb01ed6-f121-4be8-87c7-dc0c76de0443_20250318T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] and I work at Willowbrook Dental Center in [PII], and I'm trying to verify benefits for a family that will be new patients in our office.
[AGENT][NEUTRAL] OK, [PII], I'm happy to verify benefits. Let's take a look. What's our policy number?
[CUSTOMER][NEUTRAL] It is 02574708.
[AGENT][NEUTRAL] Alright thank you and do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] All right, thank you so much. And what's the patient's name and date of birth or one of them?
[CUSTOMER][NEUTRAL] OK, well, the dad, he's not a patient but he is the subscriber. His name is [PII].
[AGENT][NEUTRAL] Thank you. Do you have a date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you so much. So, the patient's plan is active. It looks like the effective date for all insured is [PII].
[AGENT][NEUTRAL] And we can also send fax facts with breakdowns of benefits if you need that or I can give it to you verbally.
[CUSTOMER][NEUTRAL] Yes ma'am. Oh no, fax back would be wonderful. Um, I, I don't know. I need there's 4, everybody in the family but the subscribers got scheduled appointments, so I need, um, need print out for me for each one of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What is a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so we work that attention to you or?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I will start sending these. It'll take about 5 minutes for them to come through. Did you need anything else?
[CUSTOMER][NEUTRAL] No ma'am, I think that's gonna be it.
[AGENT][POSITIVE] Alright, sounds good well thanks for calling APL have a good day, [PII].
[CUSTOMER][POSITIVE] Alright well thank you you too sir.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Bye bye.