AccountId: 011433970860
ContactId: 3752aff8-e7a5-4f53-97de-3cc014ab2e7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222979 ms
Total Talk Time (AGENT): 65847 ms
Total Talk Time (CUSTOMER): 70537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3752aff8-e7a5-4f53-97de-3cc014ab2e7f_20250113T21:21_UTC.wav
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[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'm calling on behalf of Doctor [PII]'s office. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII] how are you doing today?
[CUSTOMER][NEUTRAL] I'm good. I am just calling because I have a patient coming in um this week for her cleaning, and I was wondering if I could get a breakdown of benefits faxed over to my office or if not faxed maybe I could get some information over the phone.
[AGENT][NEUTRAL] Yes ma'am, I can absolutely fax that to you, Ms. [PII]. What is the um what's your first let me get your callback number in case our call is disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient is gonna be [PII] Last name is [PII]
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I have 00766457.
[AGENT][NEUTRAL] OK, let me pull in the pussy real quick.
[CUSTOMER][NEUTRAL] Mhm I think her husband [PII] is the policy holder.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I do see that. And I do see that she does have an active policy. The effective date on the policy is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get that.
[AGENT][NEUTRAL] Fax back pulled up for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm gonna do it while we're on the phone together and then I'll let you know just as soon as it has set.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He needs to come in for a cleaning.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Don't do that to [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], how do I spell your name so I can make sure it's correct on the fax back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just sent it to you, so you're gonna have to allow it a little bit of time to get to you.
[CUSTOMER][POSITIVE] Mhm that's fine thank you so much for your help today.
[AGENT][POSITIVE] You're welcome [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes, thank you so much bye bye.
[AGENT][NEUTRAL] You, bye-bye, ma'am.