AccountId: 011433970860
ContactId: ce46e47e-fffc-47b1-811d-f4558487d0be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167619 ms
Total Talk Time (AGENT): 51316 ms
Total Talk Time (CUSTOMER): 57850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/ce46e47e-fffc-47b1-811d-f4558487d0be_20250616T13:31_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] and I am just needing to verify benefits and eligibility for one of your members.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, I have the social. It's [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what was that patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this for uh medical or dental or?
[CUSTOMER][NEUTRAL] It's for dental.
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. [PII].
[AGENT][POSITIVE] OK, thank you. And I'll show this policy is active and effective for [PII].
[AGENT][NEUTRAL] Um, I can fax over a fax back that outlines all the codes that are covered with frequency and duration.
[CUSTOMER][POSITIVE] Yes, that would be fantastic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] OK, I will get that sent over, uh, just to let you know, I don't show any history on file at all for him so far, so.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome. And if I can get a reference number from you, I will be good to go.
[AGENT][NEUTRAL] Um, reference number will just be my name, [PII], first initial to last name, [PII] as [PII], and today's date, and that fax should just take a few minutes.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much, [PII]. You have a great week.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.