AccountId: 011433970860
ContactId: b5d435bb-8c18-4294-86cc-22e49df171e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147610 ms
Total Talk Time (AGENT): 61794 ms
Total Talk Time (CUSTOMER): 50378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b5d435bb-8c18-4294-86cc-22e49df171e8_20250611T17:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi there, I was just speaking with someone uh regarding my patient's eligibility for his dental procedure today and they told me they couldn't fax it to me so they sent me over to you guys.
[AGENT][NEUTRAL] Fax you the fax back.
[CUSTOMER][NEUTRAL] Yeah, like the benefits facts, just the eligibility saying that he was eligible for today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, my name is [PII] and a good phone number is [PII].
[AGENT][NEUTRAL] All right. Well, I'll be more than happy to help you with the facts, but [PII]. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yep, I have uh 02451069.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yep, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And um what is a good fax number to fax the fax back to?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][POSITIVE] Oh, that would be great thank you.
[AGENT][NEUTRAL] You're welcome. And just to confirm, it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And did you need any um like the history or anything, accumulations?
[CUSTOMER][NEUTRAL] Uh, nope, we should be good with just um a benefits eligibility facts.
[AGENT][NEUTRAL] The thanks bye.
[AGENT][POSITIVE] All righty. Well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you, bye bye.