AccountId: 011433970860
ContactId: cc370727-06ee-437d-9029-8f23cb05737e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134309 ms
Total Talk Time (AGENT): 53411 ms
Total Talk Time (CUSTOMER): 52176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/cc370727-06ee-437d-9029-8f23cb05737e_20241230T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I was calling to see if I could get some um eligibility and benefits sent to me for a patient.
[AGENT][NEUTRAL] I can take a look at the eligibility and benefits. um, what kind of policy was this for?
[CUSTOMER][NEUTRAL] Uh, dental policy.
[AGENT][NEUTRAL] OK, yeah, I can send you a fax back for sure. Um, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 6067887.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The the insured is Ms. [PII]. Her date of birth is [PII]. I'm looking for her, um, spouse or dependent.
[AGENT][NEUTRAL] OK, is that who's going to be seen as the spouse?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, did you have his information?
[CUSTOMER][NEUTRAL] Yes, I do. It's his first name is [PII] Last name is [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. uh, so the policy is active effective date was [PII], and then let me see, what was a good fax number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and would I just put this to your attention?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] Alrighty, I will get that sent to you. You should get it here in about maybe 10-15 minutes depending on how busy your machine is. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that should be everything I needed.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a happy new year.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.