AccountId: 011433970860
ContactId: 4ff9ebf3-3b8d-4735-a8c6-776a24e59a58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88980 ms
Total Talk Time (AGENT): 38361 ms
Total Talk Time (CUSTOMER): 33659 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4ff9ebf3-3b8d-4735-a8c6-776a24e59a58_20250217T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Jefferson Dental, and I was calling to get eligibility and benefits for a patient, make sure he's still active.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02013730.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits. Would you like a fax back for this member?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the eligibility, it is showing that the member is currently active. The effective date is [PII]. And may I please have the fax number to submit that fax back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I will get that request submitted over. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh no, ma'am, that is all.
[AGENT][POSITIVE] Well, I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Alright, thank you as well.
[AGENT][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] Mm