AccountId: 011433970860
ContactId: 887a68f3-260f-4f9c-9ea4-c31031393d3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147850 ms
Total Talk Time (AGENT): 68627 ms
Total Talk Time (CUSTOMER): 54377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/887a68f3-260f-4f9c-9ea4-c31031393d3d_20250513T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work with Freeman Dental. I have a patient here who, uh, provided this phone number to check their insurance. I was wanting to check eligibility and benefits, please.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility and benefits for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 02616954
[AGENT][NEUTRAL] Thank you one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] The
[AGENT][NEGATIVE] Don't do that. Those are contagious, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, I can spell the first name. It's [PII] Last name is [PII], [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm sorry, [PII]
[AGENT][NEUTRAL] It's one of those days, and I understand.
[CUSTOMER][NEGATIVE] It's been a rough morning.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I go on vacation tomorrow, girl. I've already, I've already checked out.
[AGENT][NEUTRAL] Oh, I know, right? I always said day before.
[AGENT][NEUTRAL] OK. And verify his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, showing his effective date is [PII]. He is active on the policy, and now you just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][POSITIVE] If you can send me a fax back that would be great.
[AGENT][NEUTRAL] OK, yes, ma'am. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][POSITIVE] All right, well, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, can I get a um reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what's your name again?
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Bye.