AccountId: 011433970860
ContactId: 7020e866-0b25-434f-9d8e-9d534ca265b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450109 ms
Total Talk Time (AGENT): 53121 ms
Total Talk Time (CUSTOMER): 56011 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7020e866-0b25-434f-9d8e-9d534ca265b1_20250509T13:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So my name is [PII]. I'm with CMC Dental in [PII], and I'm trying to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Miss. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02515757.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you. And you say you need eligibility and benefits. You need this information given to you verbal or faxed over to you?
[CUSTOMER][NEUTRAL] Uh, a fax would be fine.
[AGENT][NEUTRAL] OK, may I have the fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, thank you. One moment.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [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][POSITIVE] No, you've been perfect thank you so much, [PII].
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII]. Happy weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] OK, thank you. Bye-bye.