AccountId: 011433970860
ContactId: ddce7a49-5550-4e51-87c0-30658acfa438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114540 ms
Total Talk Time (AGENT): 64512 ms
Total Talk Time (CUSTOMER): 43097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ddce7a49-5550-4e51-87c0-30658acfa438_20250106T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm calling from Howard Family Dental to confirm eligibility and benefits.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] And then the number that I have is [PII].
[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] Um, [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active, um, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Because I can't take
[AGENT][NEUTRAL] And um did you need like a copy of the fax back or you have particular questions with it? OK. um.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] If I can just get a copy.
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And would you like me to put attention in [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] Oh, sure. Would you like me to put attention, [PII]?
[CUSTOMER][NEUTRAL] It, no, you, you're fine without it. Anyone here can get it.
[AGENT][NEUTRAL] OK, and it was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'm getting ready to fax this over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, reference number for the call.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.