AccountId: 011433970860
ContactId: 31bda72a-62d9-4299-8e10-d7bacd11eb44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356809 ms
Total Talk Time (AGENT): 71242 ms
Total Talk Time (CUSTOMER): 52051 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/31bda72a-62d9-4299-8e10-d7bacd11eb44_20250130T22:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Willow Tree Dental, and I'm calling to verify benefits and eligibility for patients.
[AGENT][POSITIVE] Oh sure, I can assist you with the eligibility and benefits, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] option one.
[AGENT][NEUTRAL] OK, thank you. What's the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] It's Willow Tree Dental.
[AGENT][NEUTRAL] Willow tree?
[CUSTOMER][NEUTRAL] Willow Tree, yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 025846557
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] His name is [PII]. I'm sorry, I butchered that probably bad, and his date of birth is [PII].
[AGENT][NEUTRAL] Mm, that's OK.
[AGENT][NEUTRAL] Thank you. I don't think I've done it better than you, so that's fine.
[AGENT][NEUTRAL] All right, and you say you need benefits and eligibility, you need this information given to you verbally or faxed over to you?
[CUSTOMER][POSITIVE] If you could fax them over that would be great.
[AGENT][NEUTRAL] Mhm. Yes, I can. What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. [PII]. Um, any specific person or your name is fine?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. All right, let me, I'm gonna put you on a brief hold so I can go ahead and send this out right now, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[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 for holding and being patient for me 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, you can give us a call back and we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] No, that's everything thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah