AccountId: 011433970860
ContactId: 40159298-5d42-45a7-b6bb-f11570ee10a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466910 ms
Total Talk Time (AGENT): 73639 ms
Total Talk Time (CUSTOMER): 63846 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/40159298-5d42-45a7-b6bb-f11570ee10a5_20250407T21:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][POSITIVE] Hi um I'm trying to get benefits for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss. [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, now [PII].
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah it's gonna be 260.
[CUSTOMER][NEUTRAL] 9230 gets a little better for you.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][POSITIVE] Great, you ready, buddy? I'll come over. Are you OK if I come?
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII], and that is [PII].
[AGENT][NEUTRAL] OK, thank you. And this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh great
[AGENT][NEUTRAL] All right, and you just need um benefits and eligibility or just eligibility?
[CUSTOMER][NEUTRAL] Benefits and eligibility.
[AGENT][NEUTRAL] For the benefits you need this information given to you verbally or faxed over to you.
[CUSTOMER][NEUTRAL] Um, faxed over will work.
[AGENT][NEUTRAL] OK, what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK, and yes, the policy is active effective on [PII]. Let me go ahead and send this out to you while I got you on the line. Um, do you mind holding for me while I send this out to you right now, Miss. [PII]?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] I
[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]. OK, 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][POSITIVE] Nope, I should be good thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm