AccountId: 011433970860
ContactId: da15d228-0b9a-48a3-8f7e-288802c5b0e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116620 ms
Total Talk Time (AGENT): 45548 ms
Total Talk Time (CUSTOMER): 50439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/da15d228-0b9a-48a3-8f7e-288802c5b0e4_20250210T19:53_UTC.wav
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[AGENT][NEUTRAL] Calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Fishing or Dental. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good, I was calling to verify a policy. Brooklyn.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02539170
[AGENT][NEUTRAL] OK, and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you could verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Um, sorry, I just got off of it don't know.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I'm actually it's for her husband, [PII], so let's see.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] You want his date of birth?
[AGENT][NEUTRAL] Yes, for [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you for that. And you're needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, would you like to schedule a benefits faxed over to you?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you should receive the schedule within the next 5 to 7 minutes, [PII], and did you have any other questions that we can answer for you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, the, you said it is active.
[AGENT][NEUTRAL] Uh, yes, I show the policy effective date is [PII], and it is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect yep, that's all I needed.
[AGENT][POSITIVE] All right, uh, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.