AccountId: 011433970860
ContactId: 217293b0-4934-4271-a55c-204fe7f99e10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375070 ms
Total Talk Time (AGENT): 69353 ms
Total Talk Time (CUSTOMER): 48460 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/217293b0-4934-4271-a55c-204fe7f99e10_20250625T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm trying to verify a patient's eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]'s [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Imagic dental professionals definings.
[AGENT][NEUTRAL] OK. And may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] G. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 500.
[CUSTOMER][NEUTRAL] [PII]2
[AGENT][NEUTRAL] 263 [PII]. OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of her policy is [PII], and it's current. And if you give me your fax number, I can send you a fax back with the benefit breakdown and fee schedule for her.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get this fax ready for you and I'll be right back, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 500.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy certificate.
[AGENT][NEUTRAL] 37222.
[AGENT][NEUTRAL] A
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I do that.
[AGENT][POSITIVE] Thank you for holding for me. I've got that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][NEUTRAL] Bye-bye, Miss [PII].