AccountId: 011433970860
ContactId: 91b49e05-68f9-4b91-bcf1-4868c63de49d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258380 ms
Total Talk Time (AGENT): 68090 ms
Total Talk Time (CUSTOMER): 61467 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/91b49e05-68f9-4b91-bcf1-4868c63de49d_20250331T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hey this is [PII] from Downtown Dental. Um, I was just calling to see if I could get um.
[CUSTOMER][NEUTRAL] A fact that for the eligibility um and benefits for a customer.
[AGENT][POSITIVE] Yes ma'am, I can help you with eligibility and benefits. Um, Miss [PII], can I get your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Alright great thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII].
[CUSTOMER][NEUTRAL] His date of birth is um [PII].
[CUSTOMER][NEUTRAL] And the ID is 60801.
[AGENT][NEUTRAL] OK, that's our um payer ID number. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 02.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 9274.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] OK, I do show that um [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And if you give me your fax number I can send you a fax back with his benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am I'm sorry, thank you, yeah, um, our fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 8999.
[AGENT][POSITIVE] OK, thank you so much it's gonna be a brief hold. I'm gonna get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] So the right one yes yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thank you for calling.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye-bye.