AccountId: 011433970860
ContactId: 486f44c7-55f6-4d01-b229-9baf33e3777a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195960 ms
Total Talk Time (AGENT): 79690 ms
Total Talk Time (CUSTOMER): 56864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/486f44c7-55f6-4d01-b229-9baf33e3777a_20250509T18:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on behalf of dental office to check eligibility and benefits for a patient on a recorded line. Could you help me with that, please?
[AGENT][NEUTRAL] Sure, I can verify benefits and eligibility for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02451896.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] That would be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on the policy, and I need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] Uh, you can send me a fax back, but, uh, could you repeat the effective date one more time, please, [PII]?
[AGENT][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So as of now, patient is not active?
[AGENT][NEUTRAL] No, that's their effective date, [PII]. The policy is active.
[AGENT][NEUTRAL] Oh, I don't see what you're saying now. I'm sorry. They are not active or they won't be active till [PII] or [PII].
[CUSTOMER][NEUTRAL] OK, so that's
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's [PII], right?
[AGENT][POSITIVE] Correct. That is their effective date.
[CUSTOMER][NEUTRAL] So as of now, they are not active, right?
[AGENT][NEUTRAL] Well, it's showing that they are active, but effective date is [PII].
[CUSTOMER][NEUTRAL] OK, just give me a moment, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh yes. Can you send me the fax, please?
[AGENT][NEUTRAL] Sure. What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will send this out to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] [PII], can you please help me spell your name, and will there be any reference number for this call before we cut the call?
[AGENT][NEUTRAL] Uh, you can use my name and today's date, and it's [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for helping me out with this patient. You have a great day ahead and take care. Be safe and have a great weekend.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye-bye.