AccountId: 011433970860
ContactId: bfbe1003-0645-4fb5-b51c-f16bb25cd59d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126069 ms
Total Talk Time (AGENT): 63463 ms
Total Talk Time (CUSTOMER): 35271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/bfbe1003-0645-4fb5-b51c-f16bb25cd59d_20250610T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. Um, I'm calling from Harbin's Dental for eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 763-68.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you and see.
[AGENT][NEUTRAL] Verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, showing her effective date is [PII]. I'm sorry, Lord, I can't read today. I've shown an effective date of [PII]. Policy is active. Um, and you just the general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] Effects would be fine. Um, I also just want to make sure that the out of network benefits are still the same as in-network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, we don't have a network, but what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] No, just a reference number if you don't mind.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date, and it's [PII] last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.