AccountId: 011433970860
ContactId: 5baebc5b-0a10-4287-a56f-f0b45ff05436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124279 ms
Total Talk Time (AGENT): 28549 ms
Total Talk Time (CUSTOMER): 34059 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/2025/03/19/5baebc5b-0a10-4287-a56f-f0b45ff05436_20250319T19:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from Bucky Dentistry, and I was wondering if I can get a fax back of eligibility and benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with the fax back today. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 958 5.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Let's see here
[CUSTOMER][NEUTRAL] 617-707
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. One moment while I pull up the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I think it's like.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Maybe like try different places.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.