AccountId: 011433970860
ContactId: e15de2c2-e260-4e3c-9c06-d7aabc8ec34f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94400 ms
Total Talk Time (AGENT): 48494 ms
Total Talk Time (CUSTOMER): 31506 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e15de2c2-e260-4e3c-9c06-d7aabc8ec34f_20250122T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with Assure Dental at Hollywood just calling to get eligibility and benefits for a patient.
[AGENT][POSITIVE] Yeah, I could check eligibility and benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] It's 123-7011.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's gonna be, give me one second, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax box that has all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes, please. The fax number is gonna be [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and would I just put this to your attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent to you now. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.