AccountId: 011433970860
ContactId: 413ce2ae-3bfd-44f6-8ffb-6dfa6570749b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110199 ms
Total Talk Time (AGENT): 41769 ms
Total Talk Time (CUSTOMER): 39262 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/413ce2ae-3bfd-44f6-8ffb-6dfa6570749b_20250625T21:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to get dental eligibility and benefits for my patient, please.
[AGENT][POSITIVE] OK, I can help you with dental eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] And my name is [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I, yes, I have an ID number is 02617038.
[CUSTOMER][NEUTRAL] 600 is what.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, so the patient name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, so the policy is active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines frequency duration and breakdown of benefits, including codes that are covered under the policy unless there's something that you need to go over on the phone.
[CUSTOMER][POSITIVE] Yeah, that would be wonderful
[CUSTOMER][POSITIVE] Nope, that would be wonderful.
[AGENT][NEUTRAL] OK, [PII], what is your fax number?
[CUSTOMER][NEUTRAL] Just get.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me repeat that back. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.