AccountId: 011433970860
ContactId: 84427ed2-d9fe-4c0d-b93e-ce61dac0d405
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109470 ms
Total Talk Time (AGENT): 46011 ms
Total Talk Time (CUSTOMER): 27628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/84427ed2-d9fe-4c0d-b93e-ce61dac0d405_20250512T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from back to [PII]'s office. I need to get an eligibility and benefit fax for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 603.
[CUSTOMER][NEUTRAL] 848.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And you wanted a fax back sent to you, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Yes, ma'am, bye.