AccountId: 011433970860
ContactId: 72f23635-0e9a-483a-902a-697daf06f7a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247520 ms
Total Talk Time (AGENT): 55447 ms
Total Talk Time (CUSTOMER): 74462 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/72f23635-0e9a-483a-902a-697daf06f7a1_20250325T18:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. So, this is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm wonderful, thank you so much for asking. I was calling from um Main Street Family Dentistry here in [PII]. I was calling to see if you guys offer a fact back with eligibility and benefits for a patient.
[AGENT][POSITIVE] Yes ma'am we do and I can help you with the um the fax back Miss [PII] um can I get your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, telephone number is going to be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Patient's name is gonna be Mr. [PII].
[CUSTOMER][NEUTRAL] His policy number is going to be, I have 0259.
[CUSTOMER][NEUTRAL] 7844 and his date of birth, give me one second, he's actually filling out paperwork on that portion. Let me see.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Mr. [PII], what's your date of birth, sweetheart? 9 what now?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me pull this policy up real quick.
[AGENT][NEUTRAL] And if you give me your fax number, I'll get that fax back right to you while we're on the phone.
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Thank you. I appreciate it so much, Miss. Sorry.
[AGENT][POSITIVE] It's not a problem at all. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Yes ma'am it is. I hope you have a wonderful afternoon.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You too. Thank you so much and I hope you do also and thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.