AccountId: 011433970860
ContactId: e84ac041-9032-41ca-9838-78a295ba8f06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98889 ms
Total Talk Time (AGENT): 46648 ms
Total Talk Time (CUSTOMER): 37449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/e84ac041-9032-41ca-9838-78a295ba8f06_20250224T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry. My name is [PII]. I'm calling from Dr. [PII]'s office in [PII], and now I want to check benefits on a patient to see if a procedure requires an authorization.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the number I have is 02559948.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm [PII], could you give me your name again?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, uh so his effective date is [PII]. Policy is active and this is for dental?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, medical.
[AGENT][NEUTRAL] OK, give me one moment. The number that you gave us a dental policy number, but I don't show they have any medical plans with our company, just dental.
[CUSTOMER][NEUTRAL] A general.
[CUSTOMER][NEUTRAL] No medical.
[CUSTOMER][NEUTRAL] OK, is there a reference number, Ms. [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.