AccountId: 011433970860
ContactId: 8bd28fec-a0c0-4d78-a760-de85250e09fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65709 ms
Total Talk Time (AGENT): 21210 ms
Total Talk Time (CUSTOMER): 24878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/8bd28fec-a0c0-4d78-a760-de85250e09fe_20250512T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I'm calling from Bluegrass Oral Health trying to verify a patient's dental benefits, please.
[AGENT][NEUTRAL] OK, I can help you with dental benefits. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And the policy number for that patient.
[CUSTOMER][NEUTRAL] It is 02455925.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, I can send you a dental fax back that outlines everything or if there's something we need to go over on the phone we can do that as well.
[CUSTOMER][NEUTRAL] Just need to verify she's still active.
[AGENT][NEUTRAL] As she is, effective [PII] still active.
[CUSTOMER][POSITIVE] All right, thank you for your help and you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye-bye.
[CUSTOMER][NEUTRAL] Correct payer ID
[CUSTOMER][NEUTRAL] Bye.