AccountId: 011433970860
ContactId: 1df98a24-8cf9-4de8-bd4e-98b6f9c26cfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411739 ms
Total Talk Time (AGENT): 83264 ms
Total Talk Time (CUSTOMER): 58024 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/1df98a24-8cf9-4de8-bd4e-98b6f9c26cfa_20250130T18:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I was calling about a patients benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Yeah, that number is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] You're calling from?
[CUSTOMER][NEUTRAL] Uh, Morris Chapel Dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, let's see here.
[CUSTOMER][NEUTRAL] I have 019.
[CUSTOMER][NEUTRAL] 57419.
[AGENT][NEUTRAL] Mm thank you. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Mm, thank you.
[AGENT][NEUTRAL] OK, looks like we have a different policy number for this number. Um, yeah, let me know when you're ready and I can provide you with the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, I'm ready.
[AGENT][NEUTRAL] OK. The correct policy number is 02587866.
[AGENT][NEUTRAL] And this one is gonna start being effective tomorrow, well, the [PII], yeah, yeah. OK, do you need the information given to you normally or faxed over to you on the benefits?
[CUSTOMER][NEUTRAL] Tomorrow, the [PII], OK.
[CUSTOMER][POSITIVE] If you could fax it, that would be fantastic.
[AGENT][NEUTRAL] Mhm. Yes, I can fax it. What is the fax number?
[CUSTOMER][NEUTRAL] Yeah, that number is [PII].
[AGENT][NEUTRAL] [PII]. OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, OK, thank you. You're welcome, one moment.
[CUSTOMER][POSITIVE] Sure thank you.
[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. Thank you for holding and being patient for Ms [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back and we can resend it, but it should be there by then, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day. No ma'am, that's all uh huh bye you too.
[AGENT][POSITIVE] Is there anything else I'm happy to do? You as well, Miss [PII]. Have a good day. Thank you. Bye-bye.