AccountId: 011433970860
ContactId: 7c448e49-817c-4746-a8b7-50733240a300
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137529 ms
Total Talk Time (AGENT): 49924 ms
Total Talk Time (CUSTOMER): 49309 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/7c448e49-817c-4746-a8b7-50733240a300_20250522T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII], and I'm calling from Electic Family Dental Care Doctor [PII]'s office, and I was trying to get a um uh eligibility and benefits for a patient, please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Um, yes, uh, 021 9.
[CUSTOMER][NEUTRAL] 1922.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got this uh policy active and effective [PII]. Um, I can send over a fax back that outlines all of the benefits, frequencies, and durations of the policy, um, unless there's something we need to go over on the phone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's perfectly fine fax is fine. Will it have the maximum and like how much is uh available?
[AGENT][NEUTRAL] OK. What is
[AGENT][NEUTRAL] Uh, it'll have the max. Let me, I can tell you if they've used anything. Let's see.
[AGENT][NEUTRAL] Uh, looks like all he's used so far is $24 this year.
[CUSTOMER][NEUTRAL] Oh OK, OK, all right.
[AGENT][NEUTRAL] And then what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect. OK, I'll get that faxed over. Just give me about 2 minutes and then if you have any questions, just give us a call back.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Great, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.