AccountId: 011433970860
ContactId: 84aab2f5-ac8f-46af-91a4-637957b845e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109580 ms
Total Talk Time (AGENT): 54297 ms
Total Talk Time (CUSTOMER): 46450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/84aab2f5-ac8f-46af-91a4-637957b845e4_20250401T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was just, I'm calling to see if, um, dental coverage is still in effect for a patient.
[AGENT][NEUTRAL] Sure, I can check if uh demo policy is still active. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII] and I'm calling with Brook B Dental.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And then do you have a policy number?
[CUSTOMER][NEUTRAL] I do 113-9261.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] For the member or the patient that I'm calling you about the member?
[AGENT][NEUTRAL] Uh, the patient is fine.
[CUSTOMER][NEUTRAL] OK. The patient is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII] and did you need a copy of the fax back that shows all of the procedures and benefit information?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, yeah, could you do that for me? That'd be wonderful.
[AGENT][POSITIVE] Oh absolutely yes ma'am. What was that fax number for you?
[CUSTOMER][POSITIVE] Sweet.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. OK, I will get that sent to you now. You should get it within about 10 minutes I would say, um, essentially if you're looking for a specific procedure and you do not see it listed, that simply means it is not covered.
[CUSTOMER][POSITIVE] All right thank you so very much you have a good evening.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Alright bye.