AccountId: 011433970860
ContactId: 83092897-61b9-4246-b86f-136f0ec85efe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112540 ms
Total Talk Time (AGENT): 53342 ms
Total Talk Time (CUSTOMER): 65970 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/83092897-61b9-4246-b86f-136f0ec85efe_20250304T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, my name is [PII]. I'm calling from uh Plaza Dental in [PII]. I actually called. I should have, I think I misplaced my reference number. I should have kept it, but I called earlier actually just requesting a fax, um, for coverage and eligibility for a patient of ours. Can I give you the name and date of birth, or, or I also have policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, yeah, I can send that fax back to you. Um, first [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then uh if you've got that policy number, please.
[CUSTOMER][NEUTRAL] Sure, it's 02113904.
[AGENT][NEUTRAL] OK. And then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh huh, [PII] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information, [PII]. uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly.
[CUSTOMER][NEUTRAL] I wasn't sure how long it would take, but it's been about 2 hours. Yeah, go ahead.
[AGENT][NEUTRAL] OK, yeah, um, so I've got [PII].
[CUSTOMER][NEUTRAL] Yes, 999-9005, yes.
[AGENT][NEUTRAL] OK, got it, and I would just put this to your attention?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, yeah, I will go ahead and get that sent now. Um, you should get it here I'd say within 10-15 minutes, uh, depending on how busy the machine is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's no problem. That's great, yeah, I just was thinking I might have missed it or maybe the number got transposed when I had told the lady, but so, alright, thank you so much. No, that's all I needed. Much appreciated.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[AGENT][POSITIVE] Sure, no worries.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, yep you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.