AccountId: 011433970860
ContactId: 9d8e6fe9-e5b5-4ccb-b2e0-59a76fd4ad38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89400 ms
Total Talk Time (AGENT): 44079 ms
Total Talk Time (CUSTOMER): 25438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9d8e6fe9-e5b5-4ccb-b2e0-59a76fd4ad38_20250220T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was calling to verify eligibility on dental benefits for a patient.
[AGENT][POSITIVE] Sure, I could check out splitting benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. 608-026.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, 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 a fax back that shows all the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Alrighty I will get that sent to you. Did you have any other questions for me?
[CUSTOMER][POSITIVE] No ma'am, no ma'am, thank you so much for your help.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same thank you