AccountId: 011433970860
ContactId: 710b12ea-643c-4c7e-96ab-858a81754369
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144679 ms
Total Talk Time (AGENT): 70097 ms
Total Talk Time (CUSTOMER): 37060 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/710b12ea-643c-4c7e-96ab-858a81754369_20250325T12:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] with Steel dental. I was gonna need to call to verify a patient's eligibility and benefits.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 02598021.
[AGENT][NEUTRAL] And I can help you with the eligibility. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], I'm showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she said that she was sending a fax with her anyway. It's been a little bit. Do you know if it's sent or could you resend it maybe?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, it should be sent. Is the fax number [PII]?
[CUSTOMER][NEUTRAL] Yes, I just haven't received it yet, so I can give it a little bit.
[AGENT][POSITIVE] No, that's fine. If you'll hang on just a second, I'll be happy to refax it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to make sure you get it better to have 2 than none at all, right?
[CUSTOMER][POSITIVE] Yes, yes, thank you.
[AGENT][POSITIVE] Not a problem. Hang on just a second.
[AGENT][NEUTRAL] get this information in this fax for you.
[AGENT][NEUTRAL] And on the fax back you know you're gonna get the calendar, your max deductibles, frequencies, limitations, our billing information as well.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And you should be receiving that shortly. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.