AccountId: 011433970860
ContactId: 0cd6fe5e-78d0-4777-9d88-9087a3f3a140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317010 ms
Total Talk Time (AGENT): 64809 ms
Total Talk Time (CUSTOMER): 40285 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/0cd6fe5e-78d0-4777-9d88-9087a3f3a140_20250212T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. Just trying to make sure a patient is active for dental benefits.
[AGENT][NEUTRAL] OK, I can help you with eligibility. You said your name was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Pearl Dental Group.
[AGENT][NEUTRAL] OK, and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 603-011.
[AGENT][NEUTRAL] 603011.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that said uh.
[AGENT][NEUTRAL] She is active on this policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and what's our annual max?
[AGENT][POSITIVE] Uh, if you give me your fax number, I can send you a fax back that has a complete benefit breakdown for you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 351-885-9
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax for you, Miss [PII]. Can you tell me how to spell your name so I've got it correct on the send to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Miss [PII], this is [PII] with you again. I do have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] You're very welcome have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.