AccountId: 011433970860
ContactId: bb0b4d6d-5670-4539-9fb2-5ebd6cfce58f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224039 ms
Total Talk Time (AGENT): 65761 ms
Total Talk Time (CUSTOMER): 57001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bb0b4d6d-5670-4539-9fb2-5ebd6cfce58f_20250527T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was hoping to verify patient's dental benefits.
[AGENT][POSITIVE] Sure, I can help you with benefits. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh Saturday.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be 026 050887.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's for [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And were you wanting me to give you a fax back?
[CUSTOMER][NEUTRAL] Yes ma'am. If I can get it faxed, and I was also wondering if the patient has any pending claims.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me repeat that back to you. [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, just wanted to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And you asked for any pending claims, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like they have used some of their benefits.
[AGENT][NEUTRAL] For this year.
[AGENT][NEUTRAL] The amount of 16,560.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] All right, and expect, uh, expect that fax back in a couple of minutes. I'll send it right after this. Uh, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that would be it. Can I just get a reference number?
[AGENT][NEUTRAL] So we don't have reference numbers, but you can use my name in today's date, so [PII] in today's date.
[CUSTOMER][POSITIVE] Awesome, I appreciate it. Thank you so much and have a great day bye bye.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] Um.