AccountId: 011433970860
ContactId: 82cb3b3d-b5bd-47a8-920e-7abc70624993
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134929 ms
Total Talk Time (AGENT): 42720 ms
Total Talk Time (CUSTOMER): 42000 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/82cb3b3d-b5bd-47a8-920e-7abc70624993_20250624T15:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Jefferson Dental. I was just wanting to verify a patient's insurance that we have in the office today.
[AGENT][POSITIVE] OK, [PII], I can help you with um benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] 2,894,500
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Looks like it's 22.
[CUSTOMER][NEUTRAL] 01664.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, looks like the policy is effective.
[AGENT][NEUTRAL] Uh, [PII] and then I can send over a fax back that outlines the frequency duration calendar year, um, and then all of the codes that are covered, um, unless there's something you need to. OK, perfect. OK, and [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. That would be great.
[CUSTOMER][NEUTRAL] Yeah, I that is fine.
[AGENT][NEUTRAL] You see, what's your uh fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me a few minutes, um, and is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.