AccountId: 011433970860
ContactId: 6f979093-6228-4465-825e-1fc86f604288
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232649 ms
Total Talk Time (AGENT): 69468 ms
Total Talk Time (CUSTOMER): 53010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6f979093-6228-4465-825e-1fc86f604288_20250122T16:13_UTC.wav
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[AGENT][NEUTRAL] For calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office, and I want to know the patient dental benefits.
[AGENT][POSITIVE] OK, I'll be happy to assist.
[AGENT][POSITIVE] With the benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 421355.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guaranteed payment.
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII], and were you needing a fax that breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yeah, I want the facts back of the patient policy.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] Yeah, it's, it's gonna be [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm sorry, what was the last 4?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEGATIVE] I'm sorry, you're breaking up. I can't, I can't get the last four.
[AGENT][NEUTRAL] I have [PII]. I need what I need the last four please.
[CUSTOMER][NEUTRAL] It's 5908.
[AGENT][NEUTRAL] OK, and to whose attention?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] To whose attention?
[AGENT][NEUTRAL] I'm faxing this to who's attention?
[CUSTOMER][NEGATIVE] Your voice is breaking.
[AGENT][NEUTRAL] I'm sorry it's
[CUSTOMER][NEUTRAL] Yeah, it's me, [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 7 minutes. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] I know, uh, can you please uh confirm me the fax number again?
[AGENT][NEUTRAL] I have 5087448.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can you please repeat it?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Yeah, it's correct. Thank you.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] With today.
[CUSTOMER][POSITIVE] Uh, no, thank you so much.
[AGENT][POSITIVE] Thank you for calling APO.
[CUSTOMER][NEUTRAL] All right.