AccountId: 011433970860
ContactId: 67de0469-76f4-472c-931e-a166e2bc80f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512020 ms
Total Talk Time (AGENT): 83337 ms
Total Talk Time (CUSTOMER): 109404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/67de0469-76f4-472c-931e-a166e2bc80f3_20250205T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], a dental provider. I was just calling to see if I can get a breakdown of for a patient for their eligibility for um for me to put in. Sorry.
[AGENT][NEUTRAL] Yeah, eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Um, I have his social. It's [PII].
[AGENT][NEUTRAL] And what is your, um,
[AGENT][NEUTRAL] Callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Um, it's under [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. [PII] is your is the patient or [PII]?
[CUSTOMER][NEUTRAL] Um, no, it's, yeah, um, it's for his dependents, the wife and the two kids.
[AGENT][NEUTRAL] OK, verify their names and dates of birth, please.
[CUSTOMER][NEUTRAL] Yeah, um, [PII], and then her date of birth is [PII]. I have [PII]. His date of birth is [PII]. [PII], let me go to her page.
[CUSTOMER][NEUTRAL] Which is um [PII].
[AGENT][NEUTRAL] OK, thank you for that information. Would you like the schedule faxed over to you?
[CUSTOMER][NEUTRAL] Yeah, um, the lady was supposed to send it yesterday never did, so I never got it so I was curious.
[AGENT][NEUTRAL] Oh, OK, let's see what's going on here.
[AGENT][NEUTRAL] OK, so it looks like we tried to, uh, you called twice yesterday and each time it was sent they said it's not going through, so you gave me [PII]. Do you have an email address?
[CUSTOMER][NEUTRAL] Yeah, I can give you that. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me one second to prepare the document, OK?
[AGENT][NEUTRAL] And I'm just going to put the policyholder's name on the uh schedule of benefits, but the benefit would be the same for everyone in the family.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Oh yeah, that's OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I just sent that over to you, [PII]. We'll give it a few seconds. I wanna make sure that you do receive it this time.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You sent it through email you said?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Haven't gotten anything yet.
[AGENT][NEUTRAL] You received it yet?
[CUSTOMER][NEGATIVE] No, I haven't received anything yet.
[AGENT][NEUTRAL] OK, let me go back, make sure I sent it correctly.
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see what.
[CUSTOMER][NEUTRAL] Oh, got it just now [PII].
[AGENT][NEUTRAL] Uh, yes, make sure you can open it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, I did. Thank you. I will put that with it. I appreciate it.
[AGENT][POSITIVE] OK, very good.
[AGENT][NEUTRAL] OK, any other questions?
[CUSTOMER][POSITIVE] No, that is it thank you so much.
[AGENT][POSITIVE] OK, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.