AccountId: 011433970860
ContactId: 5c077a1e-fa17-4d11-a4d4-dd21f672fb84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296299 ms
Total Talk Time (AGENT): 66808 ms
Total Talk Time (CUSTOMER): 50803 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/5c077a1e-fa17-4d11-a4d4-dd21f672fb84_20250519T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] actually I'm looking for.
[CUSTOMER][NEUTRAL] Eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. May I please get uh the callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Bear Family Dentistry.
[AGENT][NEUTRAL] OK. And then can I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the member ID is 421355.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] OK, I have [PII] pulled up and she does have an active policy with us. The effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK 1 2nd.
[CUSTOMER][NEUTRAL] OK, and can I get the fax back?
[AGENT][NEUTRAL] Yes sir, what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][NEUTRAL] And what will be the
[CUSTOMER][NEUTRAL] And what will be the call reference number?
[AGENT][NEUTRAL] You can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful week and thank you for calling APL.