AccountId: 011433970860
ContactId: 051dbe6a-02c8-4c4c-a8b0-efc7c2977b3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132399 ms
Total Talk Time (AGENT): 46859 ms
Total Talk Time (CUSTOMER): 59812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/051dbe6a-02c8-4c4c-a8b0-efc7c2977b3d_20250131T14:31_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] Yes, [PII], this is [PII] with Dental West. I was just calling and was needing eligibility and benefits.
[AGENT][NEUTRAL] May I please have a policy number?
[CUSTOMER][NEUTRAL] On a patient?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 00606469.
[AGENT][NEUTRAL] And may I have a callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits. I can submit a fax back to you. Would that be OK?
[CUSTOMER][POSITIVE] That would be, yes, ma'am, absolutely.
[AGENT][NEUTRAL] May I have the fax number please?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And could you give me the correct spelling of your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you were also requesting eligibility. It does show that the policy is currently active. The effective date is [PII].
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And is there anything else that I can, OK, I apologize, go ahead.
[CUSTOMER][POSITIVE] That is what I need.
[CUSTOMER][NEUTRAL] No, ma'am, I that's OK, and the group number is LA 0821.
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] It is just showing 0821 as the group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and payer ID is 60801?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, all right, that is what I needed thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Pud [PII]. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you.