AccountId: 011433970860
ContactId: c99d8a5c-8924-45c8-868b-dac99abf26ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90599 ms
Total Talk Time (AGENT): 41014 ms
Total Talk Time (CUSTOMER): 30759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c99d8a5c-8924-45c8-868b-dac99abf26ce_20250606T16:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to see if the patient has an active dental policy.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, his policy number that I have, um, it is 009.
[CUSTOMER][NEUTRAL] 29066
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am showing effective [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] Oh great, is there any way I can get a faxed back at dental benefits?
[AGENT][NEUTRAL] Sure, um, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.