AccountId: 011433970860
ContactId: 52b8a80a-6754-4e6c-9abd-e998926e6052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123650 ms
Total Talk Time (AGENT): 57749 ms
Total Talk Time (CUSTOMER): 50641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/52b8a80a-6754-4e6c-9abd-e998926e6052_20250303T16:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is.
[CUSTOMER][NEGATIVE] Oh, I'm losing you. Are you still there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, this is [PII] in Aspen Dental. I am trying to um verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is um 206-1499.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII] option two.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth. Excuse me.
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, showing her effective date is [PII]. She is active on the policy, and I just need a general breakdown of benefits or I can send a fax back.
[CUSTOMER][POSITIVE] Yeah, that'll be good, thank you, just general.
[AGENT][NEUTRAL] OK, let's see, uh.
[CUSTOMER][NEUTRAL] Is, is it gonna have deductible maximum on there?
[AGENT][NEUTRAL] On the fax back?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will fax that over to you in a few moments. Uh, is there anything else I can assist you with before I send the fax back?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that is it and thank you so much for your help.
[AGENT][POSITIVE] You are welcome and thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye, Miss [PII].