AccountId: 011433970860
ContactId: 82409e05-4a38-4c25-a731-52d84c5eaebf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109300 ms
Total Talk Time (AGENT): 34262 ms
Total Talk Time (CUSTOMER): 43741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/82409e05-4a38-4c25-a731-52d84c5eaebf_20250324T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII] with Live Oak Dental. I was trying to verify benefits for a patient.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 02594532.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You say that you're calling in for benefits for this member.
[CUSTOMER][POSITIVE] Dental benefits, yes, please.
[AGENT][NEUTRAL] OK. And would you like a fax back submitted?
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is there anything else that I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] Will the history be on her um fax back?
[AGENT][NEUTRAL] Now, the history, no, but this is just your benefit information.
[CUSTOMER][NEUTRAL] OK, do you show any history for her?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] As of right now it's not showing that the member has used any of their benefits.
[CUSTOMER][POSITIVE] OK, alright, great, thank you very much.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.