AccountId: 011433970860
ContactId: ea27aee8-7eec-49fd-badb-caf5eb584821
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133339 ms
Total Talk Time (AGENT): 57332 ms
Total Talk Time (CUSTOMER): 47041 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/ea27aee8-7eec-49fd-badb-caf5eb584821_20250204T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Doctor [PII] Brown's office in [PII]. I just had a patient of ours come in with an uh card from your company for dental coverage, and I'm just wondering if you could tell me it's effective and um just kind of a basic breakdown of benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I'll be more than happy to assist you with the um eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02313825.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, subscriber is [PII], and it's [PII], and this would be for, um, coverage would be for his daughter [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And let me see what type of policy. Hold on one moment.
[AGENT][NEUTRAL] And did you need a copy of the fax that faxed over to you or did you have particular questions about it?
[CUSTOMER][POSITIVE] You know, if you want to do a fax pack that's just as easy.
[AGENT][NEUTRAL] OK. um well, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should that be to attention, [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'll just fax that over to you. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No thank you have a wonderful afternoon.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.