AccountId: 011433970860
ContactId: 3ccad0fb-fe03-4558-b136-d189780a7f10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252149 ms
Total Talk Time (AGENT): 128232 ms
Total Talk Time (CUSTOMER): 120792 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3ccad0fb-fe03-4558-b136-d189780a7f10_20250115T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lines. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. That's [PII] I'm calling um for patients uh eligibility benefits.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It's gonna be 02003556.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's gonna be in a, I think the entire family is [PII]. I have [PII]. I have [PII] [PII] of 78. I also have [PII] 62206. [PII] 131 of 13, and then [PII] 128 19.
[AGENT][NEUTRAL] OK, thank you so much for, uh, verifying the account. Um, and you are calling for eligibility and benefits. Uh, I do show that their policy with us has been effective since, uh, [PII]. It is still active. Uh, I can send you over a, uh, fax back of a dental fax of their benefits.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] That would be, would you be able to do for uh each one?
[AGENT][NEUTRAL] I can if you want a separate one for for each one of them I can do that so let me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Go back and just make sure. Now, let me, so it's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me just make sure I got all.
[CUSTOMER][NEUTRAL] I have [PII], and [PII].
[AGENT][NEUTRAL] Monday uh.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I will get all of those to you. Did you, uh, and what were the, did you have other questions?
[CUSTOMER][NEUTRAL] Um, no, is, is it pretty detailed with the fax back?
[AGENT][POSITIVE] It is very detailed, yes, it's very detailed, um.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And you'll be able to see the frequencies, um, and at this time, um, as far as um.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You know, none of the deductibles or um calendar year maximums of course have not been used for [PII] it would all be available.
[CUSTOMER][NEUTRAL] So it's the 1500 none uh no uh none has been used. Is the group number still 15395?
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, it is 15395.
[CUSTOMER][POSITIVE] Awesome, um, nothing's changed on the benefits as of last year, correct?
[AGENT][POSITIVE] Correct, it is all the same.
[CUSTOMER][POSITIVE] Oh awesome so it's the same awesome OK.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And what is that fax number [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I have [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And will I be sending that to your attention?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will get those over uh within the next 10 minutes. Um, it, yes.
[CUSTOMER][POSITIVE] 10 minutes awesome.
[CUSTOMER][NEUTRAL] And then can uh can you spell your name for me please?
[AGENT][NEUTRAL] Yes, ma'am, it's spelled [PII]
[CUSTOMER][NEUTRAL] Uh uh [PII] I'm sorry [PII] And then uh a reference number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] To reference our call, you will use my name and today's date.
[CUSTOMER][POSITIVE] And today's date which is [PII]. OK, awesome thank you [PII] I appreciate it.
[AGENT][NEUTRAL] [PII]. You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, it's the same benefits as last year, then it's, it's fine, thank you so much.
[AGENT][POSITIVE] Oh OK you're welcome you have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye.