AccountId: 011433970860
ContactId: 6a451ab6-8f3b-4bd8-9bb1-28e44d98e283
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405570 ms
Total Talk Time (AGENT): 56614 ms
Total Talk Time (CUSTOMER): 44129 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6a451ab6-8f3b-4bd8-9bb1-28e44d98e283_20250508T18:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with Ace dental. I'm just trying to verify eligibility for a patient and get a fax back of benefits if I can.
[AGENT][POSITIVE] OK, sure. Yes, I can assist you with the eligibility and the effects that Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 021-73353.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. All right, so we have eligibility for [PII]. It's [PII]. It is active at the moment. And what is the fax number so I can send you a fax back?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Mhm.