AccountId: 011433970860
ContactId: 6e2566cc-9a65-4ca8-9436-f89548eec028
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424500 ms
Total Talk Time (AGENT): 143655 ms
Total Talk Time (CUSTOMER): 76528 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/6e2566cc-9a65-4ca8-9436-f89548eec028_20250213T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. I was calling to verify a patient's benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] It is going to be [PII] um [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is going to be 0, let me see.
[CUSTOMER][NEUTRAL] 00712942
[CUSTOMER][NEGATIVE] And I requested a fax, but it hasn't got here and I'm needing the information.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh OK well I think um can help you with that fax back and we can actually stay on the phone to make sure you get it if you would like um what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, from the dental group of MRA though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] to pull up the policy.
[AGENT][NEUTRAL] Or I'm sorry, her policy.
[CUSTOMER][NEUTRAL] Are they in separate accounts?
[AGENT][NEUTRAL] No, they're all on the same plan, the whole family.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They all have the same policy number.
[AGENT][POSITIVE] OK, let me put you on a brief hold. I'm gonna get that fax back ready for you. I'm gonna come right back and we'll make sure you get it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], I've got it drawn up. Can I get your fax number please?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] OK, I'm gonna make sure I've got this fax number correct. I'm gonna read it back to you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm sending it now.
[AGENT][NEUTRAL] So it's gonna
[AGENT][NEUTRAL] Give a little bit for it to go through the fax line.
[AGENT][NEUTRAL] Sometimes it can be up to 5 minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Depending on how busy. If you wanted to wait, we can wait together if not and you don't get it, um.
[AGENT][NEUTRAL] You can call back or set myself a task to call you back and see if you received it. I get confirmation when they go all the way through so I can keep my eye on it for you, and it seems to be taking longer if I get, um, that it was abandoned, it'll try 5 times. After 5 times if the line is busy, it'll abandon and if it does, then I can resend it to you, but I'll keep my eye on it for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it takes about 5 minutes to get to me or so, or an hour?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I would say a whole hour. No, ma'am. Um, but it does take time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And if your fax line is busy like I said, it'll attempt 5 times and then after the 5th attempt it'll abandon the fax, but I'll get notification. I've got it set a task for notification if that happens and if it does, I'll resend it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else?
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. You have a blessed day and thanks for calling. OK, thank you. Alright, bye bye.
[CUSTOMER][NEUTRAL] No, that's all.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.