AccountId: 011433970860
ContactId: 10783f57-121a-4079-b648-da10dd975277
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106099 ms
Total Talk Time (AGENT): 42250 ms
Total Talk Time (CUSTOMER): 37890 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/10783f57-121a-4079-b648-da10dd975277_20250203T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Morris Chapel Dentistry. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing pretty well.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] I was wondering if I can get a fax back of a patient's dental eligibility and benefits.
[AGENT][NEUTRAL] Yeah, absolutely. What is the uh patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have 02587866.
[AGENT][POSITIVE] Alright thank you so much let me pull that up here.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date on here is [PII].
[AGENT][NEUTRAL] And then what is a good fax number to send the fax to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, that is on its way. It should be there in about 5 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah, I see your insurance card right there.
[CUSTOMER][NEUTRAL] they
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright have a good day thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] OK.