AccountId: 011433970860
ContactId: 8953a016-feae-4fb8-879c-3388ef262f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99680 ms
Total Talk Time (AGENT): 54739 ms
Total Talk Time (CUSTOMER): 32159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/8953a016-feae-4fb8-879c-3388ef262f59_20250114T15:51_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 a dental office. Um, I had a patient present with an insurance card. I just need a breakdown for this policy.
[AGENT][NEUTRAL] I'm sure, [PII], I can fax over um benefits to you, a whole breakdown in the fee schedule. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The number is 02543317.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for a breakdown in the fee schedule, um, what's your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.