AccountId: 011433970860
ContactId: 33a03ec7-a8bc-44c8-af07-eeca7c74cfe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123000 ms
Total Talk Time (AGENT): 36659 ms
Total Talk Time (CUSTOMER): 48982 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/33a03ec7-a8bc-44c8-af07-eeca7c74cfe9_20250610T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I'm calling to verify benefits and eligibility for our patients.
[AGENT][NEUTRAL] OK, I can help with benefits and eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it's going to be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 613-588.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I show the policy is effective [PII] and it's active.
[AGENT][POSITIVE] And I can fax over a fax back that has all of the codes that are covered and their reimbursement amount.
[AGENT][NEUTRAL] Um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, yes, I'll take that fax, um, and the other question is, does this policy have a waiting period or missing two cloths?
[AGENT][NEUTRAL] Uh, there's no waiting period. Um, there is a missing tooth clause.
[CUSTOMER][NEUTRAL] OK, yes ma'am, um, and then, um, all I needed was I fax her the benefits.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] It is going to be [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that would be all for today.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.