AccountId: 011433970860
ContactId: a306e11c-1179-487a-bfc9-ed403b237c77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124300 ms
Total Talk Time (AGENT): 60540 ms
Total Talk Time (CUSTOMER): 40655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a306e11c-1179-487a-bfc9-ed403b237c77_20250429T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need uh benefits and eligibility for patients.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] I'm sorry, my name is [PII].
[AGENT][POSITIVE] Thank you and then uh can I get a good call back number from you [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] 481-386-6
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, the ID number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 914.
[CUSTOMER][NEUTRAL] 841.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] His birth date is [PII].
[CUSTOMER][NEUTRAL] And his name is [PII].
[AGENT][POSITIVE] Got it thank you so much for verifying that [PII] and this was for dental correct?
[CUSTOMER][NEUTRAL] Yes, dental.
[AGENT][NEUTRAL] OK, OK, so this policy is active. Effective date was [PII], and if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] Alright, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty, I'll go ahead and send that now. You should get it here within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been very helpful thank you so much for your time and your information.
[AGENT][NEUTRAL] All right, of course.
[AGENT][POSITIVE] Absolutely, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.