AccountId: 011433970860
ContactId: 0111aa12-7fc5-4d8a-aa18-cac8840eec68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292239 ms
Total Talk Time (AGENT): 69728 ms
Total Talk Time (CUSTOMER): 84029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0111aa12-7fc5-4d8a-aa18-cac8840eec68_20250130T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, no, or do you wanna get.
[CUSTOMER][NEUTRAL] Hey, I'm calling from a dental provider's office.
[CUSTOMER][NEUTRAL] Um, I was speaking with someone a few minutes ago to verify coverage on a patient, and he said this is the correct number that I need to call to verify for this policy, so I need to see if I can get um a fax back or something.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, absolutely. Can I please get your name, please?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]
[AGENT][NEUTRAL] Thank you, [PII], and then what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Um, family dental health.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and then what's the name of the patient?
[CUSTOMER][NEUTRAL] He, his name is [PII]. Last name is [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is his.
[CUSTOMER][NEUTRAL] And the rep that I was just speaking with said that we have an uh different date of birth than what you guys do.
[AGENT][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK. What is the date of birth?
[CUSTOMER][NEUTRAL] What I have is [PII] that's what he gave me.
[CUSTOMER][NEUTRAL] But I do have the ID number that he for the policy.
[AGENT][NEUTRAL] Yes, please. Yes, ma'am. Can you give me that?
[CUSTOMER][NEUTRAL] OK, so it starts out with 500?
[CUSTOMER][NEUTRAL] And then it's 258-836-1.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that um.
[AGENT][NEUTRAL] [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And if you give me your fax number I'll send that fax back to you that you requested.
[CUSTOMER][NEUTRAL] Yes, my fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] SB
[AGENT][NEGATIVE] Low.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding for me, [PII]. I've got that back.
[AGENT][NEUTRAL] Back on its way to you, so you'll just need to give it just a couple of minutes to come through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you very much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a blessed day and thanks for calling APAL.
[CUSTOMER][POSITIVE] Thank you bye bye.