AccountId: 011433970860
ContactId: 5ddf5920-7ce8-4470-a4fa-05a77a975fe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109599 ms
Total Talk Time (AGENT): 39842 ms
Total Talk Time (CUSTOMER): 40019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/5ddf5920-7ce8-4470-a4fa-05a77a975fe3_20250424T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling checking dental eligibility.
[AGENT][NEUTRAL] Of course, I can help you with the eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, 603-717.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then can I have your name and a good callback number?
[CUSTOMER][NEUTRAL] My name's [PII]. Number is [PII].
[AGENT][NEUTRAL] OK, perfect. And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it looks like the policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Is there any way you can fax me uh the benefits?
[AGENT][NEUTRAL] Yeah, of course. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. And I will do that right now and I, and I will address it to [PII].
[CUSTOMER][NEUTRAL] OK, that's fine. And um just a quick question, could you check and see if she would be eligible for a pano or would that be on the fax?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will be on the fax back.
[CUSTOMER][NEUTRAL] It'll be on the fax. OK, alright, I'll look at that then. Alright, that's what I need to know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye.