AccountId: 011433970860
ContactId: d968f9ae-6e59-4b1a-8848-57e276b5f280
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91059 ms
Total Talk Time (AGENT): 39370 ms
Total Talk Time (CUSTOMER): 42753 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d968f9ae-6e59-4b1a-8848-57e276b5f280_20250117T18:03_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from the dentist office. I need to verify benefits for this patient, please.
[AGENT][POSITIVE] Oh, I'd love to help you with benefits today, Miss [PII]. Do you mind if I snag a quick call back number from you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and what's the member ID number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Would you be able to please verify for me your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII], and birthday is January, what's her birthday, [PII].
[AGENT][NEUTRAL] Perfect. I do see her here. Um, would you like me to go ahead and send you out a fax pack for her?
[CUSTOMER][NEUTRAL] It's 0
[CUSTOMER][NEUTRAL] I got the facts. I just had a question. Do they have missing tooth cloths?
[AGENT][NEUTRAL] I'm, let me pull up the policy, but I am almost certain it does have a missing tooth cloth. One second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] Don't have me and do they have a coordination of benefits?
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][POSITIVE] No coordination of benefits. Alright, well thank you very much. Have a nice weekend.
[AGENT][POSITIVE] Hey my pleasure thank you for calling APL and you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.