AccountId: 011433970860
ContactId: 87059a39-0e30-41f0-982a-467c384e213f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85599 ms
Total Talk Time (AGENT): 40830 ms
Total Talk Time (CUSTOMER): 30671 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/87059a39-0e30-41f0-982a-467c384e213f_20250102T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Aber Dental. I was calling to verify benefits and eligibility for a patient, please.
[AGENT][POSITIVE] Yeah, I can check benefits and eligibility for you [PII]. Uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, direct number is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 1121254.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you the fax box showing they're covered, uh, procedures and benefit information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh yes, that would be great.
[AGENT][NEUTRAL] OK, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and I would just put this to your attention.
[CUSTOMER][POSITIVE] Yes please, yeah, it'll come right to me.
[AGENT][POSITIVE] OK perfect alrighty I will get that sent to you now um was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that should be it thanks for your time.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.