AccountId: 011433970860
ContactId: 61ca00e3-4c24-4637-b56d-d746f59d7762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93010 ms
Total Talk Time (AGENT): 42381 ms
Total Talk Time (CUSTOMER): 42349 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/61ca00e3-4c24-4637-b56d-d746f59d7762_20250228T17:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm just calling from a dental office, and I was hoping to get a fax back of the eligibility and benefits for a patient.
[AGENT][POSITIVE] Well, it'd be my pleasure to assist you with that, [PII]. What is the callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, [PII], but that is not our fax number.
[AGENT][POSITIVE] OK, that's fine. Thank you. That's just in case we get disconnected, I can get right back to you.
[CUSTOMER][POSITIVE] Cool. Just making sure.
[AGENT][NEUTRAL] Got you. I can't remember what's the policy number for the patient.
[CUSTOMER][NEUTRAL] It is 02581739.
[CUSTOMER][NEUTRAL] Uh, name and date of birth is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And you're calling for a dental fax back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII]'s secondary medical gap policy.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Not dental. And I'm checking, she does not have dental with the, with APL.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, no problem, thank you.
[AGENT][POSITIVE] It's my pleasure to assist you, [PII]. I'm sorry I couldn't fax that breakdown for you, but
[CUSTOMER][POSITIVE] No, no worries, you're all good.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful weekend, [PII].
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.