AccountId: 011433970860
ContactId: 94c87ee6-af4b-498c-b6e9-09cf931f3b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115099 ms
Total Talk Time (AGENT): 44212 ms
Total Talk Time (CUSTOMER): 21921 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/94c87ee6-af4b-498c-b6e9-09cf931f3b09_20250108T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check a dental code for coverage please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the code. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01628911
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And all the information provided is a verification of benefits, not a guarantee of payment. And um what is the code that you'd like to check?
[CUSTOMER][NEUTRAL] D 6010.
[AGENT][NEUTRAL] 6010. OK, hold on one moment.
[AGENT][NEUTRAL] I just want to double check because this pages. Hold on one second here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is not a covered code on this um
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that's all I needed. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.