AccountId: 011433970860
ContactId: d7909fc3-c3bd-4690-9720-6c3c105e9f0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116690 ms
Total Talk Time (AGENT): 54398 ms
Total Talk Time (CUSTOMER): 53440 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d7909fc3-c3bd-4690-9720-6c3c105e9f0f_20250122T16:06_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah um.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Doctor [PII]'s dental office, and I have a patient. I'm needing, um, a benefit summary back to us if that's possible.
[AGENT][NEUTRAL] Of course, yeah, I can send a fax back to you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 659-907.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and then what was that fax number for you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, I will go ahead and get this sent to you now. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah, uh, do you have like a website or anything that we can have like an account on just to where we could do like, you know, we could search it up?
[AGENT][NEUTRAL] Um, we do, it wouldn't be to check eligibility and such, um, it would simply be for filing claims.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh OK I got you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alrighty well that's all I've got.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.