AccountId: 011433970860
ContactId: c69c7c98-7713-4352-940f-d9892d0e235e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104910 ms
Total Talk Time (AGENT): 38935 ms
Total Talk Time (CUSTOMER): 42471 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/c69c7c98-7713-4352-940f-d9892d0e235e_20250123T19:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify patient eligibility for dental insurance.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number of that member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] 614-1117
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] It is active and same um plan everything's the same as far as benefits.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, that is correct. Nothing has changed but the benefit the benefit renewed in January.
[CUSTOMER][NEUTRAL] Do y'all do any kind of facts back of benefits or anything?
[AGENT][NEUTRAL] We do. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That's all and you'll send that for [PII], is that correct? [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] You too.