AccountId: 011433970860
ContactId: dcb27f15-9d6d-4d4b-a4fd-210c54dacddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88150 ms
Total Talk Time (AGENT): 48283 ms
Total Talk Time (CUSTOMER): 26676 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/dcb27f15-9d6d-4d4b-a4fd-210c54dacddc_20250305T19:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Maple Ridge Dental. Just calling to see if I can I can get a fax back of benefits for a patient.
[AGENT][NEUTRAL] Sure, I can fax you a fax back and [PII], may I have a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's um policy number?
[CUSTOMER][NEUTRAL] 02281831
[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].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And what's a good contact number or fax number, I'm sorry for the fax back.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, so I'll go ahead and send this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] No, I don't think so thank you.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.