AccountId: 011433970860
ContactId: 12b29e2f-0a4a-48f6-a0c7-3753edbce6c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125260 ms
Total Talk Time (AGENT): 54738 ms
Total Talk Time (CUSTOMER): 57971 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/12b29e2f-0a4a-48f6-a0c7-3753edbce6c8_20250210T19:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I am just needing to check eligibility and uh and benefits for um a patient of mine.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number and I'll be able to assist you, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] option two and um policy number that I have is going to be 00613225.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Um, his name is [PII]. [PII].
[AGENT][NEUTRAL] Right, so has this number, this is, this number is new to your to your office or is it's been there for a while?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, he's been here for a while.
[AGENT][NEUTRAL] So his benefits has not changed. They're still the same, the $1000 per calendar year. They just.
[AGENT][NEUTRAL] Start over in the beginning of January.
[AGENT][NEUTRAL] Her calendar year from January to December, and he has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, we just have to call every year just to reverify just because, um, OK.
[AGENT][NEUTRAL] Mm, no worries. And then if you.
[AGENT][NEUTRAL] If you have a dental schedule, it has not changed, it's still the same, but if you would like for me to send you a new one, I can definitely send you one by fax.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] What is your fake number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I have [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, that is going to be it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][POSITIVE] You too thank you bye.