AccountId: 011433970860
ContactId: 7cd87cae-c5e8-4892-aa1c-d6d64da80af0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141320 ms
Total Talk Time (AGENT): 44847 ms
Total Talk Time (CUSTOMER): 49900 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/7cd87cae-c5e8-4892-aa1c-d6d64da80af0_20250618T19:56_UTC.wav
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[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I need to verify a patient's uh dental benefits.
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, let me get that pulled back up.
[CUSTOMER][NEGATIVE] It is come on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] He said it's 02.
[CUSTOMER][NEUTRAL] 482-850
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII]. His birthday is [PII].
[AGENT][NEUTRAL] OK, I show the policy is active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines the benefits on the policy unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] No, that, that would be great. Is it uh does it have a full like a full breakdown of the like maximum coverages?
[AGENT][NEUTRAL] Yes it does. um I will say too he does not have any history at all. It doesn't include that information, but there's no history on file and then I'm sorry, I missed your name and a good callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] OK, perfect. Thank you, [PII]. And then [PII], what's that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] OK, I'll get that faxed your way. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thanks. Bye bye.