AccountId: 011433970860
ContactId: 898db94d-10db-4c89-ab56-c1e8459aa593
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117059 ms
Total Talk Time (AGENT): 37604 ms
Total Talk Time (CUSTOMER): 41608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/898db94d-10db-4c89-ab56-c1e8459aa593_20250609T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Cove Dental and Easley, and I just need to get um eligibility on the patient and see if I can get a fax back.
[AGENT][NEUTRAL] OK, I can help you with eligibility in a fax back. Could I get your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do it's 02624868.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And you can call you can call for you.
[AGENT][NEUTRAL] OK, and then what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. Is there anything you need to check on while we're on the phone?
[CUSTOMER][NEUTRAL] Um, does he have a waiting period?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Getting that pulled up. Give me just a moment.
[CUSTOMER][NEUTRAL] Um, uh, you would you rather have on Monday.
[AGENT][NEUTRAL] Uh, no, no waiting period.
[CUSTOMER][NEUTRAL] Alright, and will it show like all the information like missing tooth cloths things like that?
[AGENT][NEUTRAL] Uh, yes, I think that, OK, let's see. Yes, it will show that. It shows the frequency and duration and then it lists all the codes that are covered. If there's not a code on there, then it's not covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.