AccountId: 011433970860
ContactId: 1ead7007-feb4-4d66-8a52-57d631156891
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142139 ms
Total Talk Time (AGENT): 38044 ms
Total Talk Time (CUSTOMER): 56426 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/1ead7007-feb4-4d66-8a52-57d631156891_20250408T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling to get uh benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], last name [PII]
[AGENT][NEUTRAL] You have the policy number?
[CUSTOMER][NEUTRAL] Um, let's see what they have on this card.
[CUSTOMER][NEUTRAL] 02478112. I think the insured um is a different name.
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, and is this for dental benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I show the policy is active 51-2024.
[AGENT][NEUTRAL] And then um I can send you a fax back of all the outline of benefits or we can go over it on the phone or both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEGATIVE] Facts would work better.
[AGENT][NEUTRAL] OK, what's your facts?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And put that to your attention.
[CUSTOMER][POSITIVE] Yes please thank you.
[AGENT][NEUTRAL] OK, uh, just give me about 2 minutes. I'll get that faxed over, and then if you have any questions on it, just give us a call back.
[CUSTOMER][POSITIVE] Awesome thank you so much have a good day.
[AGENT][POSITIVE] Thank you for calling APL you too.
[CUSTOMER][NEUTRAL] Bye bye.