AccountId: 011433970860
ContactId: d82a4342-c9b9-4131-9403-a020e85aa859
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112889 ms
Total Talk Time (AGENT): 54229 ms
Total Talk Time (CUSTOMER): 45356 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d82a4342-c9b9-4131-9403-a020e85aa859_20250410T14:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII]. I'm with the dental office. And I just want to verify benefits for a patient, [PII].
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 615102.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Excuse me, [PII], and her date of birth is, um, [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for a list and breakdown of benefits, I can fax that over to you.
[CUSTOMER][POSITIVE] That would be wonderful.
[AGENT][NEUTRAL] OK, your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, I think that's it. I appreciate your time today.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you.