AccountId: 011433970860
ContactId: e762b95a-26e4-467b-9436-fc3be3311a85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108650 ms
Total Talk Time (AGENT): 35408 ms
Total Talk Time (CUSTOMER): 49501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e762b95a-26e4-467b-9436-fc3be3311a85_20250403T15:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from American Family Dentistsurance calling to get dental eligibility and benefits.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02478112.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] So the patient name, oh my gosh.
[CUSTOMER][POSITIVE] I'm gonna spell it for you, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her, her date of birth is [PII], but it's last name is [PII] and the first name is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Please be advised verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you make sure everything could break down up for more.
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Um, no, ma'am, that's gonna be it, and I really appreciate you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.