AccountId: 011433970860
ContactId: 9f2ea7f5-1f34-42cc-a1d0-a4191aa3aee3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152110 ms
Total Talk Time (AGENT): 61308 ms
Total Talk Time (CUSTOMER): 54373 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9f2ea7f5-1f34-42cc-a1d0-a4191aa3aee3_20250417T19:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office here in [PII]. I have a patient who I need to uh verify dental benefits, please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the dental benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And policy number is 616182.
[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 for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since um December. Oh Lord, [PII]. Sorry about that. And um let me get the fax back. Hold on one moment.
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know you're doing a back back which I do want and need and appreciate, but while you're in there, can you see is her husband Mr. [PII] still on there too?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] let's see.
[CUSTOMER][NEUTRAL] Because they've been here before, but I just need to make sure they're still active.
[AGENT][NEUTRAL] Oh yes, he's on the policy as well.
[CUSTOMER][NEUTRAL] OK, cool, cool, you need my fax number, baby?
[AGENT][NEUTRAL] And it's the same effective date. Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][POSITIVE] Yes, here it is. I'm ready.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do I need to pay attention, [PII]?
[CUSTOMER][POSITIVE] You can, yes ma'am.
[AGENT][NEUTRAL] Alright, so [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, did you have any questions about the fax back or you just wanted to fax it over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No girl, fax is good and um they've used it before so I just wanted to make sure but yeah that'd be great. I do appreciate your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No honey that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.