AccountId: 011433970860
ContactId: 8c2f3574-adb1-4ec4-ae0e-e343d1d834ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395519 ms
Total Talk Time (AGENT): 72495 ms
Total Talk Time (CUSTOMER): 51157 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/8c2f3574-adb1-4ec4-ae0e-e343d1d834ef_20250321T19:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at Ranger Street Family Dental. I was calling to get uh eligibility on a patient please.
[AGENT][NEUTRAL] OK, you said you need eligibility. I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Do you know the Ramsey Street family we don't.
[AGENT][NEGATIVE] I'm sorry, you're breaking up. You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number policy number I'll find that out um 02464561.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is gonna be a.
[AGENT][NEUTRAL] He was his date of birth. Mhm.
[CUSTOMER][NEUTRAL] Date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, perfect. Thank you. And you need eligibility today. Do you need benefit information as well or just eligibility?
[CUSTOMER][NEUTRAL] Um, could I get that back?
[AGENT][NEUTRAL] Yes, I can send you a fax. Um, the eligibility, OK, it's [PII] and it is active at the moment. And what is that fax number?
[CUSTOMER][POSITIVE] It'll be perfect.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] To your attention, Ms. [PII].
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] Alright, do you mind holding for me while I send this out to you while I got you on the line.
[CUSTOMER][POSITIVE] That'll be fun.
[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 Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get up within 15 minutes, just give us a call back and we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Alright, sounds good.
[CUSTOMER][POSITIVE] That is it. I appreciate you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye