AccountId: 011433970860
ContactId: 92a27d68-5e0a-4ba7-922d-4bc46477c72b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123040 ms
Total Talk Time (AGENT): 51839 ms
Total Talk Time (CUSTOMER): 49384 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/92a27d68-5e0a-4ba7-922d-4bc46477c72b_20250509T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to check um eligibility on a patient.
[AGENT][NEUTRAL] OK, well, I can verify eligibility for you. And may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] from Doctor [PII]'s office.
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 728-078.
[AGENT][NEUTRAL] Thank you, give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And this is for dental?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, is there any way I can get benefits emailed to me? Our fax machine is broken.
[AGENT][NEUTRAL] Uh yes ma'am, I can definitely email it. Give me one moment and pull up and see which one she has.
[AGENT][NEUTRAL] Uh, OK, and what's your, uh, what's the email address?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, yes, ma'am. I will send this off to you in a few moments. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] All right. Well, Ms. [PII], thanks for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.