AccountId: 011433970860
ContactId: f9dce07f-a3c3-433a-98a9-3c94131e9b61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187029 ms
Total Talk Time (AGENT): 70210 ms
Total Talk Time (CUSTOMER): 63764 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/f9dce07f-a3c3-433a-98a9-3c94131e9b61_20250521T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I need to get a breakdown of benefits and possibly a fax for a couple of patients of ours.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the dental benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have a couple of different numbers. Let me give you the 1st 1 02584622.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I'm looking for faith and Honor [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify their date of birth?
[CUSTOMER][NEUTRAL] Um, faith is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, let me pull him up.
[CUSTOMER][NEUTRAL] His is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active, it's been effective since [PII]. Let me see what type of policy they have. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you send me a fax?
[AGENT][NEUTRAL] Sure, um, so you just need facts, but you don't want to go over it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, just fax it to me it's fine.
[AGENT][NEUTRAL] OK, all of the taxes will go to the same place?
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] No, I'm asking. OK. And what's a good fax number for you?
[CUSTOMER][POSITIVE] Yes, yes, they will, yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm sending that one over to you now and then, um, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and the next policy number?
[CUSTOMER][NEUTRAL] Um, that's, is that for both of them?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This fax back that I'm sending, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, I just need it for faith and honor [PII], just for those two.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so that fax is being sent over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, I think we're good.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. [PII], I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.