AccountId: 011433970860
ContactId: 3c7e4607-198e-42d7-a703-903a31a83f9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409250 ms
Total Talk Time (AGENT): 59071 ms
Total Talk Time (CUSTOMER): 43110 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/3c7e4607-198e-42d7-a703-903a31a83f9f_20250417T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying um to get dental eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and benefits for dental. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02610646.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. Do you need this benefit and eligibility information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Fax please.
[AGENT][NEUTRAL] All right, sure. And what is that fax number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, that's [PII].
[AGENT][NEUTRAL] To your attention.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[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 Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye.