AccountId: 011433970860
ContactId: 6528ade0-64a5-46d5-acfa-3fefb7cc44ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125980 ms
Total Talk Time (AGENT): 54260 ms
Total Talk Time (CUSTOMER): 50629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/6528ade0-64a5-46d5-acfa-3fefb7cc44ef_20250325T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Amarillo Pediatric Dentistry. I'm just calling to check on the eligibility of two of my patients.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 712942.
[AGENT][NEUTRAL] 712942.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] 712942 and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], can you verify that patient's name, date of birth, or the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Let me see, [PII] and it is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and she is active in the policy.
[CUSTOMER][POSITIVE] Awesome and then for sibling [PII], uh, [PII], she active as well?
[AGENT][POSITIVE] Uh, yes, ma'am, same effective date and she is active.
[CUSTOMER][POSITIVE] Awesome, would you by any chance be able to send me a fax just of that eligibility?
[AGENT][NEUTRAL] Sure. Uh, what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I will send that off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, uh thank you for calling API, Ms. [PII], and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too, Kiki bye.
[AGENT][NEUTRAL] Bye.