AccountId: 011433970860
ContactId: df4baf5e-2212-4ee5-bd42-3067a1585e0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100540 ms
Total Talk Time (AGENT): 35653 ms
Total Talk Time (CUSTOMER): 33882 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/df4baf5e-2212-4ee5-bd42-3067a1585e0e_20250521T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from a provider's office calling to verify dental benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] 00606569
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, I've got our effective [PII]. Um, I can send over a fax back that shows the outline of all of the things covered on the policy, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Uh, no, does it have frequencies and everything listed?
[AGENT][NEUTRAL] Yes, it does, and then the fee schedule to pay out for each code.
[CUSTOMER][NEUTRAL] OK, um, what about the address and the payer ID? Is that all listed as well?
[AGENT][NEUTRAL] That's listed as well. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] OK. What's your facts?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes about 2 minutes and then if you have any questions after reviewing that, please don't hesitate to give us a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.