AccountId: 011433970860
ContactId: 8dddc5d9-7eee-4d92-86cd-a576c719d076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124080 ms
Total Talk Time (AGENT): 46041 ms
Total Talk Time (CUSTOMER): 62846 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8dddc5d9-7eee-4d92-86cd-a576c719d076_20250107T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good morning. Um, my name is [PII]. I am calling from Croms now. I was trying to check eligibility for a patient.
[AGENT][NEUTRAL] OK, and spell your name for me?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] [PII], OK, and you're checking.
[CUSTOMER][NEUTRAL] Um, yes, I have a patient that just gave me this insurance, and I don't really even know if, um, we are in network or not. I'm just trying to get, do you guys send like fax with, um, eligibility and benefits?
[AGENT][NEUTRAL] Are you a dental or medical provider?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, we can send over a schedule. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02467508.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, that would be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. The policy effective date is [PII]. Policy is active at this time.
[AGENT][NEUTRAL] Um, what is your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], what's the last digit?
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] 5, OK. And, OK, thanks. And would you like to know what's on the schedule? Um, you should receive it within the next 5 to 7 minutes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's fine. I'll just wait. She's coming a little bit later.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Your way, OK. OK. All right, it is on its way.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][NEUTRAL] All right, [PII], anything else?
[CUSTOMER][POSITIVE] Oh no, we're all good.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Bye-bye.