AccountId: 011433970860
ContactId: fa9cd95d-fb1e-4000-9419-e8bccfb0263a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129020 ms
Total Talk Time (AGENT): 64622 ms
Total Talk Time (CUSTOMER): 38939 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/fa9cd95d-fb1e-4000-9419-e8bccfb0263a_20250401T16:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I was calling to get benefits and eligibility on a patient.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, the one I don't know if uh it might be her social. I have [PII].
[AGENT][NEUTRAL] OK. Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking you up, if I could just have a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you very much. I'm just looking at that now.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Yes, I'm sorry. I'm just looking at that. I'm just looking at her policy now.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] Is this for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, good. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, your policy number, [PII] is 006.
[AGENT][NEUTRAL] 02182 and your policy went into effect on [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], it is active.
[AGENT][NEUTRAL] Um, now these policies have $1000 for calendar year the maximum. That's just a verification of the benefits, not a guarantee of payment, and um, I can have a fax back that I can send to you if you would be interested or is there anything in particular that I can tell you about?
[CUSTOMER][POSITIVE] Yes ma'am, that's perfect.
[AGENT][NEUTRAL] OK. Where's your
[CUSTOMER][POSITIVE] Nope, a fax back would be perfect.
[AGENT][NEUTRAL] What is your fax number please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll have this for you in just a moment. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, ma'am, that was everything. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP have a