AccountId: 011433970860
ContactId: dcb0b22e-1d30-4242-aa5e-506828df0eae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116120 ms
Total Talk Time (AGENT): 49510 ms
Total Talk Time (CUSTOMER): 34786 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/dcb0b22e-1d30-4242-aa5e-506828df0eae_20250618T13:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with the dental provider's office. Um, I'm just trying to get a fax back for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the facts that, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Um, it is
[CUSTOMER][NEUTRAL] 02633410
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing um the policy is active, it's been effective since [PII]. And what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's attention, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, so I'm sending this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that is all.
[AGENT][POSITIVE] Alright, [PII]. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you, you're welcome bye bye.