AccountId: 011433970860
ContactId: 74d06e78-4621-49c6-98d7-b145e5e0fa77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135979 ms
Total Talk Time (AGENT): 41448 ms
Total Talk Time (CUSTOMER): 50942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/74d06e78-4621-49c6-98d7-b145e5e0fa77_20250408T18:35_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm calling from Mile Square Park Family Dental in regards of a mutual patient.
[AGENT][NEUTRAL] How can I assist you?
[CUSTOMER][NEUTRAL] Um, this is the dental line, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so, um, he, I just need, um, a fax of his benefits. We are out of network with you guys.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you, could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me one sec, it's 02147862.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and you're calling to to request the fax back of benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and I apologize. Could you provide me with the spelling of your name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. So I have a fax number [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today, [PII]?
[AGENT][NEUTRAL] I think I pronounced your name right.
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Alright, thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks, goodbye.