AccountId: 011433970860
ContactId: a37e9500-3533-4f00-95ce-a6638a4e881e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101410 ms
Total Talk Time (AGENT): 37442 ms
Total Talk Time (CUSTOMER): 48351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a37e9500-3533-4f00-95ce-a6638a4e881e_20250508T13:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi. Uh, my name is [PII], and I am calling to see if this patient has benefits for dental, uh, with this plan.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02581897.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is uh [PII] and the um date of birth it's, uh, one second. I didn't have that written down, but I'll tell you in a second.
[CUSTOMER][NEUTRAL] It is 3:31 83.
[AGENT][NEUTRAL] OK. I do not show her on this policy, the policy number you gave, um, but the policy number you gave it term [PII] of this year, and it was on medical policy only.
[CUSTOMER][NEUTRAL] It's medical only. OK. All right, that's all I needed to know, uh, cause she wanted to know if this.
[CUSTOMER][POSITIVE] Um, kind of plan had any dental benefits. Perfect. Thank you for your help.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day, Miss [PII].
[CUSTOMER][POSITIVE] You too. Thank you, bye bye.
[AGENT][NEUTRAL] Bye.