AccountId: 011433970860
ContactId: 47b91af1-0f48-4aa0-85ff-c240259b028f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106940 ms
Total Talk Time (AGENT): 56800 ms
Total Talk Time (CUSTOMER): 46362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/47b91af1-0f48-4aa0-85ff-c240259b028f_20250206T16:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh excuse me, yeah, yeah, I'm, I'm needing you to fax me um a patient of ours, um, eligibility and benefits.
[AGENT][NEUTRAL] OK, yeah, fax back, um, I can get that sent to you. uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII] and I'm with Murfreesboro Smile Design.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh, sure, it's [PII] and you can ask for [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02592825.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Email or mail it
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh [PII]. Um, the date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII] and I can definitely get that fax back sent to you. Uh, what is that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and I would just put it to your attention.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and read it back just to make sure I heard it correctly that was 618.
[AGENT][NEUTRAL] 687-3881
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright perfect I will go ahead and get that sent to you. Uh, should get it here in maybe 10-15 minutes depending on how busy your machine is. Uh, did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that should do it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.