AccountId: 011433970860
ContactId: 8bc4266e-a944-430c-b4f1-3db2c7cce7b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107690 ms
Total Talk Time (AGENT): 54615 ms
Total Talk Time (CUSTOMER): 62919 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8bc4266e-a944-430c-b4f1-3db2c7cce7b5_20250121T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Um, yes, I'm calling from a dentist office to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] 02511270
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], uh, what, what did you say?
[AGENT][NEUTRAL] Yeah, go ahead, the the name and date of birth for the patient, please.
[CUSTOMER][NEUTRAL] Oh, [PII] and the date of birth is [PII]. Mhm.
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back showing all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK, uh, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII], no, no extension.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and when I just put this to your attention?
[AGENT][NEUTRAL] Uh, and I'm sorry, the attention, would I put it to your attention?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh yeah that's fine.
[AGENT][NEUTRAL] OK, alright, I will get that sent to you you should get it here in maybe 10-15 minutes depending on how busy your machine is. Um, was there anything else I could help you with?
[CUSTOMER][NEGATIVE] They've all been losing.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.