AccountId: 011433970860
ContactId: 9fe2b5cf-de55-4221-a281-fba6e598d3d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138940 ms
Total Talk Time (AGENT): 55410 ms
Total Talk Time (CUSTOMER): 57791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9fe2b5cf-de55-4221-a281-fba6e598d3d0_20250226T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh well, you would be the one to get my call.
[CUSTOMER][NEUTRAL] Hey dear, I have a provider wanting to verify benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, policy is 256-8310.
[CUSTOMER][NEUTRAL] We verify the date of birth.
[CUSTOMER][NEUTRAL] And um I the I let him know the insured does need to contact us to update their address.
[AGENT][NEUTRAL] OK. And let's see. And what's the provider's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did they give you a callback number?
[CUSTOMER][NEUTRAL] Well, I, I do apologize. I didn't ask, but I'll give you the one he's calling from.
[AGENT][NEUTRAL] Oh, no, that's fine. I can ask him and it's for this uh Kia.
[CUSTOMER][NEUTRAL] Yes, [PII] Kia.
[AGENT][NEUTRAL] Person.
[AGENT][POSITIVE] OK, yeah, you can send it to me. I can get it from him.
[CUSTOMER][POSITIVE] You are wonderful. Thank you, dear.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on behalf of the dental office to check eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, and [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] OK, and this is for Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, it's uh that's correct.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy, and now you just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] I do have some specific questions, so, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, can you, uh, what will be the group name and the group number?
[AGENT][NEUTRAL] Uh, give me a moment.
[AGENT][NEUTRAL] Uh, the group number is 70076.
[AGENT][NEUTRAL] The group name is Wagner W A G N E R Service Solutions.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And is it a