AccountId: 011433970860
ContactId: 2e1e5548-af63-44be-89fc-3b84808608ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362989 ms
Total Talk Time (AGENT): 73473 ms
Total Talk Time (CUSTOMER): 86425 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2e1e5548-af63-44be-89fc-3b84808608ba_20250128T22:03_UTC.wav
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[CUSTOMER][NEUTRAL] And then when you
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am calling from Selene Dental. I need to verify benefits eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility, um, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII], and can I get your name?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] I have 616-066.
[CUSTOMER][POSITIVE] Look at you, you look so happy.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] I'm so happy so that's the that's the.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I do show that [PII] does have this policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What was it again? [PII]?
[AGENT][NEUTRAL] And if you give, it was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my god.
[AGENT][NEUTRAL] And um if you give me your fax number I can send you a fax back with the complete benefit breakdown for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome, yes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, and [PII], how do I spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I'm gonna put you on a quick hold while I get that faxed together for you and I'm gonna send it while we're on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][NEUTRAL] Oh, OK, I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Option A.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK [PII], this is [PII] back with you again. I've got that fax on its way to you.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your night and I thank you for calling APL.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.