AccountId: 011433970860
ContactId: aaa1cb32-4597-4e05-a03f-eeb7ab74dd90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91540 ms
Total Talk Time (AGENT): 46263 ms
Total Talk Time (CUSTOMER): 40621 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/aaa1cb32-4597-4e05-a03f-eeb7ab74dd90_20250210T14:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling from a dental office. I wonder if I could just get a breakdown of benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax that over to you. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Good, um [PII], phone number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 025552229
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII], sorry, [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you the verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for the breakdown, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention [PII]. [PII]?
[CUSTOMER][POSITIVE] Yep, that'd be great.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for just quick response and help. I appreciate it so much. Thank you. Have a good day bye bye.
[AGENT][POSITIVE] No problem. Thank you for calling APL. You too. Mm bye.