AccountId: 011433970860
ContactId: b15bbffc-4e29-4016-8dab-427fd3849b6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123889 ms
Total Talk Time (AGENT): 56413 ms
Total Talk Time (CUSTOMER): 50807 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b15bbffc-4e29-4016-8dab-427fd3849b6d_20250325T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] and I'm calling from a dentist office, and I'm trying to verify the benefits of one of our patients.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can assist with benefits medicine. What is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] We're at [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] Um, their policy number is.
[CUSTOMER][NEUTRAL] I have the ID.
[AGENT][NEUTRAL] I can check that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it's 617-142.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, if you could verify the name and date of birth.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um, did you get that that name?
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] I did, yes.
[CUSTOMER][NEUTRAL] OK, um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information, [PII], and you're just calling to verify eligibility or would you need benefits faxed over as well?
[CUSTOMER][POSITIVE] Uh, if you can fax me over those benefits, that would be perfect as well.
[AGENT][NEUTRAL] Of course, of course, I can do that for you and the member shows effective as of [PII] and this policy shows active.
[AGENT][NEUTRAL] May I have your fax number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I will get that faxed over to you. Anything else I can help you with please, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that's gonna be it.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good day. I'll get that faxed over.
[CUSTOMER][POSITIVE] Alright you too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.