AccountId: 011433970860
ContactId: 947b71b0-0c86-4891-92e0-538fb05195e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111790 ms
Total Talk Time (AGENT): 49791 ms
Total Talk Time (CUSTOMER): 40284 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/947b71b0-0c86-4891-92e0-538fb05195e0_20250409T20:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Aspen Dental. I have a patient who has an appointment and she has, I guess, dental benefits with you guys. I don't know if you guys do fax back or anything to get those benefits in.
[AGENT][NEUTRAL] Um, yes, ma'am. We do fax back. Um, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and the callback number is [PII] option 2.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need her policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 02594099.
[AGENT][NEUTRAL] And please verify her name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date was [PII] and the policy is still active. And for the fax back, what's your fax number?
[CUSTOMER][NEUTRAL] It's 502
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 4157.
[AGENT][NEUTRAL] So that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, that's it.
[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] Oh no, if I have any questions I'll give you a call back, but I appreciate your help.
[AGENT][POSITIVE] Yeah, thank you again, [PII] for calling APL. Have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Mhm, thank you.