AccountId: 011433970860
ContactId: 81f9f547-2855-476a-a269-73403abc95a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106260 ms
Total Talk Time (AGENT): 46606 ms
Total Talk Time (CUSTOMER): 48923 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/81f9f547-2855-476a-a269-73403abc95a8_20250403T17:27_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm just calling to uh request a fax of um eligibility for a patient. I'm calling from a dental provider office.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax you benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My callback number is area code [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, that's 022-04158.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And what's your fax number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] so [PII].
[AGENT][NEUTRAL] OK. So that's attention [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent the fax back. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's all I needed thank you.
[AGENT][POSITIVE] Thank you again, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][POSITIVE] Thanks.