AccountId: 011433970860
ContactId: 3ce98af2-963d-4a5d-b2d2-2afe12e0d317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102019 ms
Total Talk Time (AGENT): 39187 ms
Total Talk Time (CUSTOMER): 45345 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3ce98af2-963d-4a5d-b2d2-2afe12e0d317_20250609T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. This is [PII] from Monroe Family Dentistry. Um, I was calling to get eligibility and benefits on the patient, please.
[AGENT][POSITIVE] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02466052.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, it looks like the policy is active and effective [PII]. Um, I can fax over a fax back that outlines all of the covered benefits. It has all the codes and then the frequency and duration, um, unless there's something you need on the phone.
[CUSTOMER][POSITIVE] OK, um, no, ma'am, that a fax would be great.
[AGENT][POSITIVE] OK, perfect. What's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, perfect. OK, I'll get that faxed over, and is there anything else I can help with today?
[CUSTOMER][POSITIVE] OK, all right, thank you.
[CUSTOMER][NEUTRAL] Um, that will be all today.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. You too.