AccountId: 011433970860
ContactId: 17652f1a-205d-42e2-a344-22749fd641f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102519 ms
Total Talk Time (AGENT): 40942 ms
Total Talk Time (CUSTOMER): 39831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/17652f1a-205d-42e2-a344-22749fd641f6_20250604T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just checking for patients eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02615799.
[AGENT][NEUTRAL] OK, thank you. Let me a moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, no extension [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active. And this is for dental?
[CUSTOMER][NEUTRAL] Yes, for dental.
[AGENT][NEUTRAL] OK, and are you need a general breakdown of benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Oh, actually, I just forgot to, um, ask, is there any group plan name on this patient's policy?
[AGENT][NEUTRAL] Uh, the group name.
[AGENT][NEUTRAL] It's Lingo, L I N G O staffing.
[CUSTOMER][POSITIVE] Bingo Staffing. Thank you. And yes, that's the only missing information I have here. Thank you for your assistance. Have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.