AccountId: 011433970860
ContactId: 760f0f7f-125c-4d0d-bed2-0e9e569719c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473390 ms
Total Talk Time (AGENT): 69507 ms
Total Talk Time (CUSTOMER): 77045 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/760f0f7f-125c-4d0d-bed2-0e9e569719c9_20250115T22:31_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you for asking. I am also good.
[AGENT][NEUTRAL] OK. And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I need a dental benefit regarding a patient policy.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] patient policy numbers.
[CUSTOMER][NEUTRAL] Just a bit. 0211.
[CUSTOMER][NEUTRAL] 3886.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is, um, you said you need benefits for dental, you need a full breakdown or if you have a specific question?
[CUSTOMER][NEUTRAL] Full breakdown.
[AGENT][NEUTRAL] And you need this information given to you verbally or fax over to you?
[CUSTOMER][NEUTRAL] OK. Give me a fax. Send me a fax.
[AGENT][NEUTRAL] OK. And what is the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Right. This patient policy is active or not active?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the policy effective date was [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] So policy is active or not?
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Yes, it's active at the moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind holding for me while I send this fax out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Because.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me put you on a brief hold, OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[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 me, Mr. [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][NEUTRAL] No.
[AGENT][POSITIVE] Right, well, thank you for calling APL. Have a good day.