AccountId: 011433970860
ContactId: 8dda4586-5838-44ae-b750-f2bf1965bb60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541479 ms
Total Talk Time (AGENT): 63481 ms
Total Talk Time (CUSTOMER): 72448 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8dda4586-5838-44ae-b750-f2bf1965bb60_20250430T18:13_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] Hi, I wanted to um verify.
[CUSTOMER][NEUTRAL] Uh, coverage and get some information on some details on the plan coverage for a patient of ours.
[AGENT][NEUTRAL] Mhm. Sure. I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It is 02517650.
[AGENT][NEUTRAL] OK, thank you. And where are you calling from? and what's the name of the facility, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, Hudson Dental Care.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, uh, her name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Miss [PII]. All right, do you need this information um verbally given to you or faxed over to you?
[CUSTOMER][NEUTRAL] Uh, how long do you think it would take to get the fax?
[AGENT][NEUTRAL] A few minutes. I usually send it before I let you go.
[CUSTOMER][NEUTRAL] OK, um, fax would be great then.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[CUSTOMER][POSITIVE] See, make sure I get you the right one.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, let's see, give me just one second, I'm sorry.
[AGENT][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] It's the last four digits of the.
[CUSTOMER][NEUTRAL] Um, no, I don't think so, not right now.
[CUSTOMER][POSITIVE] Thank you. OK, ma'am, are you ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you right now?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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 Ms. [PII]. Yeah, I send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No, that's everything thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Mhm thank you. Bye bye.