AccountId: 011433970860
ContactId: 1ac05400-4813-4cd0-993d-2e98e3e6cfd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386640 ms
Total Talk Time (AGENT): 65461 ms
Total Talk Time (CUSTOMER): 43211 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1ac05400-4813-4cd0-993d-2e98e3e6cfd3_20250501T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I was trying to make sure a patient is still eligible and get a back back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. Is this for dental?
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] OK, sure. I can assist you with the fax back as well. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 0 02385367.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK. And we have an effective date of [PII]. It is active at the moment, and may I have a fax number so I can send you the breakdown?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this information.
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] No, that was it. Thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.