AccountId: 011433970860
ContactId: dec40c9b-292d-4476-87f8-511a65928212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106099 ms
Total Talk Time (AGENT): 48747 ms
Total Talk Time (CUSTOMER): 38248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/dec40c9b-292d-4476-87f8-511a65928212_20250312T16:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling from Children's Dental Clinic and I needed to verify dental insurance on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility and or benefits for you and you say it is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, it's 02165770.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and his birthday is [PII].
[AGENT][NEUTRAL] OK. Uh, so effective date of [PII], policy is active, and I just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][POSITIVE] Um, if you don't mind sending me a fax back, that'd be great.
[AGENT][NEUTRAL] OK, give me a moment and what's your fax number?
[CUSTOMER][NEUTRAL] OK, it's 662-844 I'm sorry, start over [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And this is for [PII]. OK, um, I can send this off to you in a few moments.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's all I needed I appreciate it.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.