AccountId: 011433970860
ContactId: 54b1c929-3359-4b02-979e-9f86bcab6eba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132740 ms
Total Talk Time (AGENT): 47099 ms
Total Talk Time (CUSTOMER): 49545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/54b1c929-3359-4b02-979e-9f86bcab6eba_20250523T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was trying to get the eligibility and breakdown of benefits on a, uh, patient.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] This is [PII] and uh my number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02613989.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Uh, birthday is [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII]. Um, I can send over a fax back that outlines all the frequencies and codes that are covered, um, unless there's something you need to go over on the.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, does she have a copay and is it?
[CUSTOMER][NEUTRAL] Um, covered like she's here for a cleaning.
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] So you can just send the fax but.
[AGENT][POSITIVE] OK, yeah, cleanings are paid at 100%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. I will tell you she doesn't have any history on file, so there's no claims yet, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get that faxed over to you. I'll just repeat that fax number [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me like 2 minutes and you should receive it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.