AccountId: 011433970860
ContactId: f49fdeb6-15b3-434b-8c36-ba882193290a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108669 ms
Total Talk Time (AGENT): 45599 ms
Total Talk Time (CUSTOMER): 37089 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f49fdeb6-15b3-434b-8c36-ba882193290a_20250617T20:18_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] Hi, my name is [PII]. I'm calling on behalf of Bailey Dental Group, and I'm looking to get some benefits on a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, our phone number is [PII] and the policy number.
[CUSTOMER][NEUTRAL] It's 02589582.
[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] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, is there any way that I can get a fax back of benefits for dental?
[AGENT][POSITIVE] Yes you can. What's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's attention, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, and I'm sending that over to you now, [PII], and was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.