AccountId: 011433970860
ContactId: 0a8c83df-9169-44ba-9b24-553c68eb1590
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258070 ms
Total Talk Time (AGENT): 64078 ms
Total Talk Time (CUSTOMER): 67387 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0a8c83df-9169-44ba-9b24-553c68eb1590_20250225T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was wondering, could I get a copy faxed over of a patient's elability and benefits?
[AGENT][NEUTRAL] Uh, yes, ma'am. Um, is this for dental?
[CUSTOMER][NEUTRAL] Yes ma'am, it's for dental.
[AGENT][NEUTRAL] Yes, ma'am. Absolutely. Um, can I please get your name, your callback number, and the office that you're calling from, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling with Main Street Family Dentistry, and that's in [PII], zip code [PII], and our callback number is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name that we have on here is Mr. [PII].
[CUSTOMER][NEUTRAL] And his date of birth that we have on file is gonna be [PII].
[CUSTOMER][NEUTRAL] And the policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I'm showing for him is 02597844.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII]'s policy is active. Uh, his effective date is [PII], and what is your fax number and I'll send that fax back to you with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold while I get that 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.
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi, Ms. [PII], thank you for holding for me. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Right, perfect, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your week and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] You too. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.