AccountId: 011433970860
ContactId: 858f4ba3-43e7-4c94-a5d8-dce4d058ae50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377200 ms
Total Talk Time (AGENT): 65120 ms
Total Talk Time (CUSTOMER): 43976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/858f4ba3-43e7-4c94-a5d8-dce4d058ae50_20250314T14:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Um, my name is [PII], and I'm just calling from a dental office just kinda trying to get an eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility now. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the dental office?
[CUSTOMER][NEUTRAL] Uh, the, the name of the dental office is Sunrise Family Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is 2,103,620.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Patients, um, patient's first name [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] OK yes, OK, um, would you be able to get, um, tax eligibility to us?
[AGENT][NEUTRAL] Um, yes, I can send you a breakdown of benefits faxed over. What is the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK. So that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Can I put it on your attention, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that'll be it for today thank you.
[AGENT][POSITIVE] Yeah, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm.