AccountId: 011433970860
ContactId: 07aa932f-2fb4-459f-a4b4-3a85eb480167
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298529 ms
Total Talk Time (AGENT): 75372 ms
Total Talk Time (CUSTOMER): 86783 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/07aa932f-2fb4-459f-a4b4-3a85eb480167_20250506T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is with Toy. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling to check on a couple of patients um to see if their insurance is still um if they're still eligible.
[AGENT][NEUTRAL] OK, I can check eligibility for you, Ms. [PII]. Can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII] and then what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] The Children's Dental Center.
[CUSTOMER][NEGATIVE] Well you're not.
[AGENT][NEUTRAL] Thank you. And may I please get the patients, the first one's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, the first one is [PII], um last name [PII], uh date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, policy number 02201669.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Uh, his effective date is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] And everything is current and active at this time.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, perfect. OK, and then I've got sibling, um [PII] last name [PII], birthday [PII].
[AGENT][NEUTRAL] OK, let me see on her.
[AGENT][NEUTRAL] And [PII] is also on the policy and is current and active with the same effective date [PII].
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] Alright, is there any any way, um, I could possibly get a fax with um the benefits and eligibility? Perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Absolutely. What is your fax number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold while I get this fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I so appreciate [PII] thank you so much.
[AGENT][POSITIVE] It's no problem at all, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well, you have a wonderful rest of your week and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you you too. Alright bye Miss.
[AGENT][NEUTRAL] Bye-bye, ma'am.