AccountId: 011433970860
ContactId: 1b877845-3527-45c7-80c3-fe822f1148a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285170 ms
Total Talk Time (AGENT): 44230 ms
Total Talk Time (CUSTOMER): 110320 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1b877845-3527-45c7-80c3-fe822f1148a5_20250204T15:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ACL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I am checking for benefits and eligibility on a patient that's why I was giving you a call today.
[AGENT][POSITIVE] OK, I'll be happy to assist you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I think there's just a little bit of interference on the phone.
[AGENT][NEUTRAL] OK. Um, OK.
[CUSTOMER][NEUTRAL] Can you repeat what you said?
[AGENT][NEUTRAL] May I have your first name, please?
[CUSTOMER][NEUTRAL] Can you repeat that again please?
[AGENT][NEUTRAL] May I have your first name, please?
[CUSTOMER][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And if I can get a call back.
[CUSTOMER][NEUTRAL] I can't hear you very well. I'm sorry.
[AGENT][NEUTRAL] Can I get a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And what is the number?
[CUSTOMER][NEUTRAL] Can you repeat that again?
[AGENT][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] Policy number, he said it was 25950996.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can you repeat that again?
[AGENT][NEUTRAL] That's not coming up a valid policy number. Do you have a social?
[CUSTOMER][NEUTRAL] I don't have a social. Let me check and see if he's already filled out his paperwork here.
[CUSTOMER][NEUTRAL] He hasn't.
[CUSTOMER][NEGATIVE] No, I don't have his social and he hasn't provided that for me yet.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And you said his name was [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] They there I mean not that I.
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] I check
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That is [PII]. The zip code is [PII].
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can you repeat that again?
[AGENT][NEUTRAL] You tell the dental benefits?
[CUSTOMER][NEUTRAL] Yes, for dental benefits, please.
[AGENT][NEUTRAL] OK, we're showing that the um calendar year maximum is $500.
[AGENT][NEUTRAL] $50
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is there any way we can get that faxed or emailed to us?
[AGENT][NEUTRAL] OK, what's the fax number?
[CUSTOMER][NEUTRAL] You need the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, if you see
[AGENT][NEUTRAL] 15 minutes. Is there anything else?
[CUSTOMER][POSITIVE] That is all. I appreciate your help today.
[AGENT][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you you too bye.