AccountId: 011433970860
ContactId: f3b96080-b601-491e-86a9-740a2e200a56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126309 ms
Total Talk Time (AGENT): 40456 ms
Total Talk Time (CUSTOMER): 56647 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f3b96080-b601-491e-86a9-740a2e200a56_20250130T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Doctor [PII]'s office, and I was calling to check on dental benefits and history.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number please.
[CUSTOMER][NEUTRAL] 02546491
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] And thank you [PII] for verifying the policy. You were calling in for dental history?
[CUSTOMER][POSITIVE] Yes ma'am and benefits.
[AGENT][NEUTRAL] OK, so for the benefit, would you like for me to send a fax back for this member?
[CUSTOMER][POSITIVE] That will be great.
[AGENT][NEUTRAL] OK. May I have a fax number for that?
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And you're showing currently eligible, right?
[AGENT][NEUTRAL] Yes, it does show that the member is currently eligible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] OK and let me and the mom is the insured, right? [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That'll show deductible and everything right if he's met it or not, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it will show all that information.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.