AccountId: 011433970860
ContactId: 0ec1309e-83bc-4bdd-84ff-180e255374ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311450 ms
Total Talk Time (AGENT): 81488 ms
Total Talk Time (CUSTOMER): 60389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0ec1309e-83bc-4bdd-84ff-180e255374ba_20250604T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I'm calling to check eligibility for one of our patients.
[AGENT][POSITIVE] I can help you with eligibility. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 606-7887.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it is going to be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that.
[AGENT][NEUTRAL] Right, it looks like this policy is active with an effective date of [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, and um can I also have some benefit information for this policy as well?
[AGENT][NEUTRAL] Uh, would you like me to give you a fax back?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a moment to get that set up.
[AGENT][NEUTRAL] And what's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And do you want me to do attention [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And just to confirm, I have fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am, that is correct.
[AGENT][NEUTRAL] All right, [PII], I just sent that fax back over. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes ma'am. I just, I have one more question. Um, does this policy have a missing two calls or a waiting period?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that this policy does have a missing tooth clause.
[AGENT][NEUTRAL] And I'm not seeing a waiting period. Let me double check.
[AGENT][NEUTRAL] No, ma'am. There's no waiting periods.
[CUSTOMER][NEUTRAL] OK, yes ma'am and then uh um one more question the fact that you're sending over it has every, um, like a very detailed benefit summary.
[AGENT][NEUTRAL] Yes, it'll have, um, so it goes by benefit amount, so it'll have the procedure codes and the benefit amount for each procedure code that's covered.
[CUSTOMER][NEUTRAL] OK, yes ma'am well then that is all I needed to know for today.
[AGENT][POSITIVE] All right, well, I just sent that fax over. You should be getting it any moment now. Um, if there's nothing else I can help you with, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Mm bye bye.