AccountId: 011433970860
ContactId: d42cf87c-bc58-48c4-a54c-b145fa46e2ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116680 ms
Total Talk Time (AGENT): 65262 ms
Total Talk Time (CUSTOMER): 43081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d42cf87c-bc58-48c4-a54c-b145fa46e2ff_20250326T19:02_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Get them in.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental provider's office. I'm just want to get a fax back of benefits for a patient of ours.
[AGENT][NEUTRAL] I can help with the fax back and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, there it is [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] How do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, thank you. And is there, is there a uh date of birth that I could have, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I appreciate that. What I'm gonna do right now is I'll try and find the policy by the name, and while I'm doing that, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] Thank you very much. So let's see what we have here. OK, so it looks like his policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, is 244.
[AGENT][NEUTRAL] 1242. This went into effect on [PII]. It is active and what this is, this policy has is $1500 per calendar year as the maximum, uh, that's just a verification of the benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I will have this for you. I'm just gonna put this together.
[AGENT][NEUTRAL] And I can send you a fax back right now. Let's see.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] And what's your fax number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you. I'll have this for you in just a moment. Is there anything else at all that I can help with before I send this off?
[CUSTOMER][POSITIVE] No, no, that'll be all thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting us. You have a good day