AccountId: 011433970860
ContactId: 0fb57b43-b9c9-4e44-b231-f6ba3153dfb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157369 ms
Total Talk Time (AGENT): 53860 ms
Total Talk Time (CUSTOMER): 41791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0fb57b43-b9c9-4e44-b231-f6ba3153dfb1_20250527T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a provider's office, a dental provider. I'm just trying to verify eligibility.
[AGENT][NEUTRAL] I can help you with eligibility. Can I get a good uh callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] I help you
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. That is 02481899.
[AGENT][NEUTRAL] OK, one moment while I look that up.
[CUSTOMER][NEUTRAL] What was the name?
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] The [PII]?
[AGENT][NEUTRAL] OK, it looks like this policy is active with an effective date of [PII]. Did you want a fax back?
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Uh, yes, please. Will I get that soon?
[AGENT][NEUTRAL] Can I get a good
[AGENT][NEUTRAL] Um, expected in 5 to 10 minutes.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and to verify, I have [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Give it about 5 to 10 minutes. I'll send it right after our call. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][NEUTRAL] Bye.