AccountId: 011433970860
ContactId: 794a703b-9be1-4a79-a865-038596bf0b64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 41360 ms
Total Talk Time (CUSTOMER): 47751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/794a703b-9be1-4a79-a865-038596bf0b64_20250606T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], I'm calling from a dental provider's office and I was trying to get eligibility and benefits for a patient please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And call back.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do um it is.
[CUSTOMER][NEUTRAL] The mom gave me 02543869.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Uh, I show this policy is effective [PII]. Um, I can send over a fax pack that outlines all the codes that are covered under the plan and the benefits, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, that would be great.
[CUSTOMER][NEUTRAL] No ma'am, that's that's what I needed to know. Does does he have any waiting is waiting periods on there at all?
[AGENT][NEUTRAL] Uh, yes, yes, there's waiting periods for, um, listed on there, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, cool, um, yeah, let me give you our fax number.
[AGENT][POSITIVE] OK, perfect. What is it?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me repeat that back. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'll get that faxed over. Just give me a few minutes and it should be headed your way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] Thanks you too bye bye.