AccountId: 011433970860
ContactId: e4a0c1c3-a913-436c-97e0-42c4888a87a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193080 ms
Total Talk Time (AGENT): 95008 ms
Total Talk Time (CUSTOMER): 54570 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e4a0c1c3-a913-436c-97e0-42c4888a87a5_20250606T16:45_UTC.wav
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[AGENT][NEUTRAL] Good good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, my name is [PII]. I'm here for gender benefit, ma'am.
[AGENT][NEUTRAL] I'm so sorry. I did not understand you. Could you repeat that?
[CUSTOMER][NEUTRAL] Yeah, sure. My name is [PII]. I'm here for dental benefit.
[AGENT][NEUTRAL] OK, [PII], you're needing dental benefits on a member, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Yes, I can help you with that. And on our dental policies, [PII], we do send fax backs with the member's benefit information on them for the type of plans that they have with us.
[AGENT][NEUTRAL] So I can help you with this. What is your callback number? Yes, sir. What is a good callback number for you?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Uh 03 consecutive 2 and then 1162.
[AGENT][NEUTRAL] 02221162. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today, uh, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] and the date would be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] But I.
[AGENT][NEUTRAL] OK, so [PII], on this dental policy, she had been a subscriber, but this policy is no longer active.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] This policy was in effect from [PII].
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] To its term date of [PII].
[AGENT][NEUTRAL] And she does not have any other active policy with our company.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, so the policy was founded on [PII], right?
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] OK. May I have your name?
[AGENT][NEUTRAL] Again, my name is [PII] and you would use my name [PII] along with today's date, [PII].
[CUSTOMER][NEUTRAL] Can you please spell out?
[AGENT][NEUTRAL] And you will use my name along with today's date.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and the call reference number would be your name and tourist state, correct?
[AGENT][POSITIVE] That is also correct.
[CUSTOMER][POSITIVE] OK, yeah, thank you for the help. Have a good day. Bye-bye.
[AGENT][POSITIVE] Oh, you're welcome and I hope you have a nice day too, [PII]. That's all I can help you with. Thank you again for calling APL.
[CUSTOMER][NEUTRAL] How I look